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isPartOf:"Psychology & marketing"
~subject:"Service quality"
~subject:"Retail trade"
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Service quality
Retail trade
Beziehungsmarketing
97
Relationship marketing
97
Consumer behaviour
72
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72
Customer satisfaction
31
Kundenzufriedenheit
31
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Psychology & marketing
Journal of retailing and consumer services
310
Journal of business research : JBR
138
International journal of hospitality management
116
The journal of services marketing
103
The service industries journal
79
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
58
Journal of retailing
56
Journal of hospitality marketing & management
54
Services marketing quarterly
54
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Service business
45
Journal of travel and tourism marketing
44
The international review of retail, distribution and consumer research
40
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39
International journal of retail & distribution management
38
Cogent business & management
35
Journal of strategic marketing
34
International journal of retail and distribution management
33
The TQM journal : the international review of organizational improvement
30
Journal of the Academy of Marketing Science
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Marketing intelligence & planning
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Tourism management : research, policies, practice
29
Industrial marketing management : the international journal for industrial and high-tech firms
28
Asia Pacific journal of marketing and logistics
27
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
Journal of service research
26
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
24
Managing service quality : MSQ ; an international journal
23
International journal of electronic customer relationship management : IJECRM
21
International journal of electronic marketing and retailing : IJEMR
21
International journal of services and operations management
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Journal of air transport management
21
Journal of marketing
21
European journal of marketing : EJM
20
Total quality management & business excellence
20
International journal of services, economics and management
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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 role of sensory marketing and brand experience in building emotional attachment and brand loyalty in luxury retail stores
Shahid, Shadma
;
Paul, Justin
;
Gilal, Faheem Gul
; …
- In:
Psychology & marketing
39
(
2022
)
7
,
pp. 1398-1412
Persistent link: https://www.econbiz.de/10013280107
Saved in:
8
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:
9
"Regrettable-escapism" the negative effects of mobile app use : a retail perspective
McLean, Graeme J.
;
Al-Nabhani, Khalid
;
Marriott, Hannah
- In:
Psychology & marketing
39
(
2022
)
1
,
pp. 150-167
Persistent link: https://www.econbiz.de/10012796081
Saved in:
10
Examining consumers' continuous usage of multichannel retailers' mobile applications
Al-Nabhani, Khalid
;
Wilson, Alan M.
;
McLean, Graeme J.
- In:
Psychology & marketing
39
(
2022
)
1
,
pp. 168-195
Persistent link: https://www.econbiz.de/10012796084
Saved in:
11
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:
12
"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:
13
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:
14
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:
15
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:
16
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:
17
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:
18
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:
19
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
20
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:
21
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:
22
Guest editorial: The interaction of online technology on the consumer shopping experience
Darley, William K.
- In:
Psychology & marketing
27
(
2010
)
2
,
pp. 91-93
Persistent link: https://www.econbiz.de/10003945264
Saved in:
23
Special issue: The interaction of online technology on the consumer shopping experience
Darley, William K.
(
contributor
)
-
2010
Persistent link: https://www.econbiz.de/10003945278
Saved in:
24
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:
25
Do VIP programs always work well? : the moderating role of loyalty
Kim, Donghoon
;
Lee, Seung-yon
;
Bu, Kyunghee
;
Lee, Seho
- In:
Psychology & marketing
26
(
2009
)
7
,
pp. 590-609
Persistent link: https://www.econbiz.de/10003874123
Saved in:
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