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~subject:"Service quality"
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Service quality
Beziehungsmarketing
97
Relationship marketing
97
Consumer behaviour
72
Konsumentenverhalten
72
Customer satisfaction
31
Kundenzufriedenheit
31
Brand management
24
Markenführung
24
Brand image
21
Markenimage
21
Dienstleistungsqualität
18
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16
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brand loyalty
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Complaint management
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Online retailing
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Online-Handel
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Vertrauen
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customer engagement
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E-commerce
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Electronic Commerce
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Personality psychology
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Persönlichkeitspsychologie
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18
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Walsh, Gianfranco
2
Yi, Youjae
2
Ates, Zelal
1
Becker, Marc
1
Blaurock, Marah
1
Blut, Markus
1
Büttgen, Marion
1
Choi, Beom Joon
1
Chow, Cheris W. C.
1
Cossío-Silva, Francisco-José
1
Cusin, Julien
1
Fam, Kim Shyan
1
Flacandji, Michaël
1
Garbas, Janina
1
Gong, Taeshik
1
Groth, Markus
1
Hassan, Louise
1
Heinonen, Kristina
1
Hennig-Thurau, Thorsten
1
Holz, Heiko F.
1
Hu, Han-Fen
1
Huang, Jiexian
1
Jiang, Yuwei
1
Johnson, Samuel
1
Kim, Hyun Sik
1
Krishen, Anjala S.
1
La, Suna
1
Lee, Jun Youb
1
Lipkin, Michaela
1
Lu, Chaoren
1
Luk, Chung-leung
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Lunardo, Renaud
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MacQuilken, Lisa
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Nguyen, Helena
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Nieto-García, Marta
1
Otterbring, Tobias
1
Paluch, Stefanie
1
Park, Jihye
1
Pino, Giovanni
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Revilla Camacho, Maria Angeles
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Psychology & marketing
Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
103
The journal of services marketing
96
The service industries journal
74
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
50
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
Cogent business & management
26
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
Journal of the Academy of Marketing Science
22
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Marketing intelligence & planning
20
Total quality management & business excellence
20
International journal of services, economics and management
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
International journal of quality & reliability management
17
Journal of marketing
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of service theory and practice : JSTP
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
15
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ECONIS (ZBW)
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1
Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.
;
Becker, Marc
;
Blut, Markus
;
Paluch, Stefanie
- In:
Psychology & marketing
41
(
2024
)
3
,
pp. 592-609
Persistent link: https://www.econbiz.de/10014467620
Saved in:
2
Ordinary customer experience : conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
3
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
6
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
7
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
8
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
9
"My place is your place" : understanding how psychological ownership influences peer-to-peer service experiences
Pino, Giovanni
;
Nieto-García, Marta
;
Zhang, Carol Xiaoyue
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 390-401
Persistent link: https://www.econbiz.de/10012796112
Saved in:
10
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
11
Conceptualization and model development of customer-to-customer encounter quality (CCEQ) in service settings
Kim, Hyun Sik
;
Lee, Jun Youb
;
La, Suna
;
Choi, Beom Joon
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 463-476
Persistent link: https://www.econbiz.de/10011970135
Saved in:
12
Clothes, condoms, and customer satisfaction : the effect of employee mere presence on customer satisfaction depends on the shopping situation
Otterbring, Tobias
;
Lu, Chaoren
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 454-462
Persistent link: https://www.econbiz.de/10011970144
Saved in:
13
The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries
Gong, Taeshik
;
Yi, Youjae
- In:
Psychology & marketing
35
(
2018
)
6
,
pp. 427-442
Persistent link: https://www.econbiz.de/10011970145
Saved in:
14
Will they pitch or will they switch? : Comparing Chinese and American consumers
Krishen, Anjala S.
;
Hu, Han-Fen
- In:
Psychology & marketing
35
(
2018
)
3
,
pp. 210-219
Persistent link: https://www.econbiz.de/10011970157
Saved in:
15
Exploring the customer's intention to switch firms : the role of customer-related antecedents
Revilla Camacho, Maria Angeles
;
Vega Vázquez, Manuela
; …
- In:
Psychology & marketing
34
(
2017
)
11
,
pp. 1039-1049
Persistent link: https://www.econbiz.de/10011770811
Saved in:
16
The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena
;
Groth, Markus
;
Walsh, Gianfranco
; …
- In:
Psychology & marketing
31
(
2014
)
12
,
pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
Saved in:
17
Interpersonal relationship, service quality, seller expertise : how important are they to adolescent consumers?
Wan, Wendy W. N.
;
Luk, Chung-leung
;
Fam, Kim Shyan
;
Wu, …
- In:
Psychology & marketing
29
(
2012
)
5
,
pp. 365-377
Persistent link: https://www.econbiz.de/10009547316
Saved in:
18
Service quality, perceived value, corporate image, and customer loyalty in the context of varying levels of switching costs
Wang, Chung-yu
- In:
Psychology & marketing
27
(
2010
)
3
,
pp. 252-262
Persistent link: https://www.econbiz.de/10003956556
Saved in:
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