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isPartOf:"Psychology & marketing"
~subject:"Service quality"
~subject:"USA"
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Service quality
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97
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Customer satisfaction
31
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31
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Psychology & marketing
Journal of retailing and consumer services
191
International journal of hospitality management
131
Journal of business research : JBR
120
The journal of services marketing
112
The service industries journal
77
Services marketing quarterly
59
Journal of hospitality marketing & management
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Journal of service research : JSR
57
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of travel and tourism marketing
50
International journal of contemporary hospitality management
49
Service business
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Journal of service management
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Industrial marketing management : the international journal for industrial and high-tech firms
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Journal of the Academy of Marketing Science
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Tourism management : research, policies, practice
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The TQM journal : the international review of organizational improvement
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Journal of service research
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The international journal of bank marketing : IJBM
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International journal of services and operations management
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Asia Pacific journal of marketing and logistics
23
International journal of electronic customer relationship management : IJECRM
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International journal of quality and service sciences
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Managing service quality : MSQ ; an international journal
23
Marketing intelligence & planning
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Journal of air transport management
21
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
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The journal of business & industrial marketing
20
Total quality management & business excellence
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International journal of services, economics and management
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European journal of marketing : EJM
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International journal of productivity and quality management : IJPQM
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Journal of service theory and practice : JSTP
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International journal of electronic marketing and retailing : IJEMR
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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
Engaging fans on microblog : the synthetic influence of parasocial interaction and source characteristics on celebrity endorsement
Gong, Wanqi
;
Li, Xigen
- In:
Psychology & marketing
34
(
2017
)
7
,
pp. 720-732
Persistent link: https://www.econbiz.de/10011738072
Saved in:
17
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:
18
Exploring the role of productivity propensity in frontline employee performance : its relationship with customer orientation and important outcomes
Harris, Eric G.
;
Brown, Tom
;
Mowen, John C.
;
Artis, Andrew
- In:
Psychology & marketing
31
(
2014
)
3
,
pp. 171-183
Persistent link: https://www.econbiz.de/10010341746
Saved in:
19
The effect of requests for positive evaluations on customer satisfaction ratings
Jones, Michael A.
;
Taylor, Valerie A.
;
Reynolds, Kristy E.
- In:
Psychology & marketing
31
(
2014
)
3
,
pp. 161-170
Persistent link: https://www.econbiz.de/10010341747
Saved in:
20
Can purchase behavior predict relationship perceptions and willingness to donate?
Johnson, Jennifer Wiggins
;
Peck, Joann
;
Schweidel, David A.
- In:
Psychology & marketing
31
(
2014
)
8
,
pp. 647-659
Persistent link: https://www.econbiz.de/10010399720
Saved in:
21
Nothing can tear us apart : the effect of brand identity fusion in consumer-brand relationships
Lin, Jhih-Syuan
;
Sung, Yongjun
- In:
Psychology & marketing
31
(
2014
)
1
,
pp. 54-69
Persistent link: https://www.econbiz.de/10010251722
Saved in:
22
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:
23
The moderating influence of broad-scope trust on customer-seller relationships
Hansen, Torben
- In:
Psychology & marketing
29
(
2012
)
5
,
pp. 350-364
Persistent link: https://www.econbiz.de/10009547317
Saved in:
24
The relationship between trusting beliefs and Web site loyalty : the moderating role of consumer motives and flow
Gupta, Reetika
;
Kabadayi, Sertan
- In:
Psychology & marketing
27
(
2010
)
2
,
pp. 166-185
Persistent link: https://www.econbiz.de/10003945275
Saved in:
25
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:
26
Do they buy for their dogs the way they buy for themselves?
Tesfom, Goitom
;
Birch, Nancy J.
- In:
Psychology & marketing
27
(
2010
)
9
,
pp. 898-912
Persistent link: https://www.econbiz.de/10008652657
Saved in:
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