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~person:"Kowalkowski, Christian"
~person:"Mattila, Anna S."
~person:"Rust, Roland T."
~subject:"Dienstleistung"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Dienstleistung
Dienstleistungsqualität
56
Service quality
56
Consumer behaviour
24
Customer satisfaction
24
Konsumentenverhalten
24
Kundenzufriedenheit
24
Beziehungsmarketing
20
Relationship marketing
20
Beschwerdemanagement
18
Complaint management
18
Dienstleistungssektor
11
Service industry
11
Customer service
8
Kundenservice
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Services
8
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Restaurant industry
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Quality management
6
Qualitätsmanagement
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Hotel industry
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Hotellerie
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USA
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United States
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Automation
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Automatisierung
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Dienstleistungsmanagement
4
Dienstleistungsmarketing
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Product quality
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Produktqualität
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Robot
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Roboter
4
Service management
4
Services marketing
4
Theorie
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Theory
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service recovery
4
Bundling strategy
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Kowalkowski, Christian
Mattila, Anna S.
Rust, Roland T.
Bruhn, Manfred
8
Edvardsson, Bo
5
Huang, Ming-Hui
5
Benkenstein, Martin
4
Gallan, Andrew S.
4
McColl-Kennedy, Janet R.
4
Paluch, Stefanie
4
Stauss, Bernd
4
Wirtz, Jochen
4
Anderson, Sidney
3
Bitner, Mary Jo
3
Blau, Benjamin
3
Brown, Stephen Walter
3
Calabrese, Armando
3
Chase, Richard B.
3
Debo, Laurens G.
3
Falk, Tomas
3
Gerstner, Eitan
3
Gouthier, Matthias
3
Gustafsson, Anders
3
Helkkula, Anu
3
Huiskonen, Janne
3
Jaakkola, Elina
3
Karppinen, Henri
3
Kleinaltenkamp, Michael
3
Ostrom, Amy L.
3
Polese, Francesco
3
Rayburn, Steven W.
3
Russell-Bennett, Rebekah
3
Seppänen, Kaisa
3
Sharma, Piyush
3
Sousa, Rui
3
Toktay, L. Beril
3
Van Wassenhove, Luk N.
3
Alkire, Linda
2
Anderson, Laurel
2
Barnes, Donald C.
2
Bauer, Hans H.
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Journal of business research : JBR
2
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of hospitality management
1
Journal of service research
1
Journal of service research : JSR
1
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
1
The journal of business & industrial marketing
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1
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
2
Engaged to a robot? : the role of AI in service
Huang, Ming-Hui
;
Rust, Roland T.
- In:
Journal of service research
24
(
2021
)
1
,
pp. 30-41
Persistent link: https://www.econbiz.de/10012426758
Saved in:
3
Negative online reviews and consumers' service consumption
Golmohammadi, Alireza
;
Mattila, Anna S.
;
Gauri, Dinesh Kumar
- In:
Journal of business research : JBR
116
(
2020
),
pp. 27-36
Persistent link: https://www.econbiz.de/10012257533
Saved in:
4
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
5
Servitization and deservitization : overview, concepts, and definitions
Kowalkowski, Christian
;
Gebauer, Heiko
;
Kamp, Bart
; …
- In:
Industrial marketing management : the international …
60
(
2017
),
pp. 4-10
Persistent link: https://www.econbiz.de/10011672006
Saved in:
6
Organizational behavior in innovation, marketing, and purchasing in business service contexts : an agenda for academic inquiry
Holmlund, Maria
;
Kowalkowski, Christian
;
Biggemann, Sergio
- In:
Journal of business research : JBR
69
(
2016
)
7
,
pp. 2457-2462
Persistent link: https://www.econbiz.de/10011491056
Saved in:
7
The service revolution and the transformation of marketing science
Rust, Roland T.
;
Huang, Ming-hui
- In:
Marketing science : the marketing journal of the …
33
(
2014
)
2
,
pp. 206-221
Persistent link: https://www.econbiz.de/10010358790
Saved in:
8
IT-related service : a multidisciplinary perspective
Huang, Ming-hui
;
Rust, Roland T.
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 251-258
Persistent link: https://www.econbiz.de/10009782150
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