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Customer satisfaction
191
Kundenzufriedenheit
191
Dienstleistungsqualität
129
Service quality
129
Beziehungsmarketing
108
Relationship marketing
108
Consumer behaviour
101
Konsumentenverhalten
101
Customer service
46
Kundenservice
46
Beschwerdemanagement
27
Complaint management
27
Dienstleistungssektor
27
Service industry
27
Satisfaction
22
Emotion
19
Customer experience
17
Arbeitszufriedenheit
16
Job satisfaction
16
Services
15
Dienstleistung
13
USA
13
United States
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Einzelhandel
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Retail trade
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Loyalty
11
Service encounter
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Service recovery
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Viral marketing
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Virales Marketing
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Customer integration
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Kundenintegration
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Betriebliche Wertschöpfung
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Dienstleistungsmarketing
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Mobilkommunikation
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Services marketing
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191
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191
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Sharma, Piyush
7
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Klaus, Philipp
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Mattila, Anna S.
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3
Huang, Min-Hsin
3
Palmer, Adrian
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Zhan, Wu
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Coughlan, Joseph
2
Furrer, Olivier
2
Gounaris, Spiros
2
Gruber, Thorsten
2
Harris, Lloyd C.
2
Kim, Jong Min
2
Kim, Namin
2
Kim, Namwoon
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Kuppelwieser, Volker
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2
Le Nguyen Hau
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The journal of services marketing
Journal of retailing and consumer services
421
International journal of hospitality management
355
Journal of business research : JBR
290
The service industries journal
171
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
171
Tourism management : research, policies, practice
167
Journal of travel and tourism marketing
162
Journal of hospitality marketing & management
153
International journal of contemporary hospitality management
140
Services marketing quarterly
99
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
94
Journal of air transport management
88
Journal of service research : JSR
88
Cogent business & management
86
Asia Pacific journal of marketing and logistics
85
Service business
85
The TQM journal : the international review of organizational improvement
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
81
Tourism management perspectives : TMP
81
Psychology & marketing
78
International journal of productivity and quality management : IJPQM
73
Journal of the Academy of Marketing Science
72
Journal of service management
70
Industrial marketing management : the international journal for industrial and high-tech firms
69
The international journal of bank marketing : IJBM
66
Total quality management & business excellence
65
International journal of quality and service sciences
64
SpringerLink / Bücher
64
International journal of services and operations management
63
Journal of strategic marketing
63
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
Managing service quality : MSQ ; an international journal
57
International journal of quality & reliability management
53
International journal of services, economics and management
53
Journal of marketing
52
Journal of retailing
52
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
50
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ECONIS (ZBW)
191
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1
Metaverse : shifting the reality of services
Gleim, Mark
;
McCullough, Heath
;
Ferrell, Odies C.
; …
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 13-27
Persistent link: https://www.econbiz.de/10014473577
Saved in:
2
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
3
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
4
Alexa, may I adopt you? : the role of voice assistant empathy and user-perceived risk in customer service delivery
Coker, Kesha K.
;
Thakur, Ramendra
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 301-311
Persistent link: https://www.econbiz.de/10014515626
Saved in:
5
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
6
How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?
Sweeney, Jillian C.
;
Frow, Pennie
;
Payne, Adrian
; …
- In:
The journal of services marketing
37
(
2023
)
9
,
pp. 1120-1131
Persistent link: https://www.econbiz.de/10014473537
Saved in:
7
Well-being co-creation in service ecosystems : a systematic literature review
Landry, Mikèle
;
Furrer, Olivier
- In:
The journal of services marketing
37
(
2023
)
7
,
pp. 862-882
Persistent link: https://www.econbiz.de/10014333403
Saved in:
8
Language-related stereotype threat, customers' well-being and its outcome
Malik, Aaminah Zaman
;
Paswan, Audhesh
- In:
The journal of services marketing
37
(
2023
)
7
,
pp. 895-910
Persistent link: https://www.econbiz.de/10014333405
Saved in:
9
Neurophysiological responses to robot-human interactions in retail stores
Rancati, Gaia
;
Maggioni, Isabella
- In:
The journal of services marketing
37
(
2023
)
3
,
pp. 261-275
Persistent link: https://www.econbiz.de/10014228964
Saved in:
10
The effect of perceived threat on online service reviews
Kim, Jong Min
;
Lee, Eunkyung
- In:
The journal of services marketing
37
(
2023
)
3
,
pp. 300-312
Persistent link: https://www.econbiz.de/10014228972
Saved in:
11
Digital transformation for crisis preparedness : service employees' perspective
Leo, Wei Wei Cheryl
;
Laud, Gaurangi
;
Chou, Cindy Yunhsin
- In:
The journal of services marketing
37
(
2023
)
3
,
pp. 351-370
Persistent link: https://www.econbiz.de/10014228976
Saved in:
12
Guest editorial: investigating the effect of the physical context on customer experience
Bruce, Helen L.
;
Krolikowska, Ewa
;
Rooney, Tara
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 689-699
Persistent link: https://www.econbiz.de/10014314391
Saved in:
13
Where is customer experience (CX) research heading? : a personal commentary
Klaus, Philipp
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 700-705
Persistent link: https://www.econbiz.de/10014314392
Saved in:
14
Exploring servicescape experiences across museum types
Erdoğan, Hasan Hüseyin
;
Enginkaya, Ebru
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 706-718
Persistent link: https://www.econbiz.de/10014314393
Saved in:
15
The influence of the physical work environment on retail employees
Kearney, Treasa
;
Coughlan, Joseph
;
Kennedy, Aileen
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 719-731
Persistent link: https://www.econbiz.de/10014314404
Saved in:
16
The interplay between physical and social servicescape : investigating negative CCI
Furrer, Olivier
;
Landry, Mikèle
;
Baillod, Chloé
; …
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 732-745
Persistent link: https://www.econbiz.de/10014314405
Saved in:
17
Need for distinction moderates customer responses to preferential treatment
Pontes, Vivian
;
Greer, Dominique A.
;
Pontes, Nicolas
; …
- In:
The journal of services marketing
37
(
2023
)
4
,
pp. 409-419
Persistent link: https://www.econbiz.de/10014276916
Saved in:
18
Mental conversion : a customer service strategy impacting shopping experiences
Meng, Yan
;
Gould, Stephen J.
;
Song, Lei
;
Chang, Hua
; …
- In:
The journal of services marketing
37
(
2023
)
4
,
pp. 464-477
Persistent link: https://www.econbiz.de/10014276921
Saved in:
19
Can you ask "too much" of your customers?
Landers, V. Myles
;
Gabler, Colin B.
;
Hardman, Haley E.
; …
- In:
The journal of services marketing
37
(
2023
)
4
,
pp. 531-546
Persistent link: https://www.econbiz.de/10014276929
Saved in:
20
Flirting in service encounters : does the server's sex matter?
Seger-Guttmann, Tali
;
Medler-Liraz, Hana
- In:
The journal of services marketing
37
(
2023
)
5
,
pp. 549-562
Persistent link: https://www.econbiz.de/10014276930
Saved in:
21
The role of information for the customer journey in mobile food ordering apps
Rita, Paulo
;
Eiriz, Vasco
;
Conde, Beatriz
- In:
The journal of services marketing
37
(
2023
)
5
,
pp. 574-591
Persistent link: https://www.econbiz.de/10014276932
Saved in:
22
Exploring service employees' involvement in value co-creation : dimensions, antecedents and consequences
Xu, Hangjun
;
Tang, Chuanyi
;
Guo, Lin
- In:
The journal of services marketing
37
(
2023
)
5
,
pp. 650-670
Persistent link: https://www.econbiz.de/10014276940
Saved in:
23
Co-creating value and well-being experiences in physiotherapy services
Chwialkowska, Agnieszka
;
Bhatti, Waheed Akbar
;
Arslan, Ahmad
- In:
The journal of services marketing
37
(
2023
)
1
,
pp. 12-24
Persistent link: https://www.econbiz.de/10013542886
Saved in:
24
Does language shape the mind? : linguistic fluency and perception of service quality
Kim, Jong Min
;
Park, Sungjun
- In:
The journal of services marketing
37
(
2023
)
1
,
pp. 53-64
Persistent link: https://www.econbiz.de/10013542893
Saved in:
25
The impact of service climate on gratitude in driving customer outcomes
Qi, Ji
;
Peng, Yi
;
Lowman, Graham H.
;
He, Xingliang
- In:
The journal of services marketing
37
(
2023
)
1
,
pp. 78-95
Persistent link: https://www.econbiz.de/10013542901
Saved in:
26
The impact of value co-creation in sustainable services : understanding generational differences
Bordian, Mariia
;
Gil Saura, Irene
;
Šerić, Maja
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 155-167
Persistent link: https://www.econbiz.de/10013542917
Saved in:
27
The impact of eudaimonic well-being on experience and loyalty : a tourism context
Al-Okaily, Nour Salah
;
Alzboun, Nidal
;
Alrawadieh, Ziad
; …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 216-231
Persistent link: https://www.econbiz.de/10013542929
Saved in:
28
Understanding how mindfulness sustains customer cocreation effort and transforms service value to well-being
Le Nguyen Hau
;
My-Quyen Thi Mai
;
Tram-Anh Ngoc Pham
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 248-260
Persistent link: https://www.econbiz.de/10013542937
Saved in:
29
Keep fighting or give up? : an investigation of consumer regret over repetitive failures in weight loss services
Liu, Yi-Fen
;
Ling, I-Ling
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 29-43
Persistent link: https://www.econbiz.de/10012798380
Saved in:
30
Wow, the make-up AR app is impressive : a comparative study between China and South Korea
Butt, Asad
;
Ahmad, Hassan
;
Muzaffar, Asif
;
Ali, Fayaz
; …
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 73-88
Persistent link: https://www.econbiz.de/10012798384
Saved in:
31
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
32
The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker
;
Klaus, Philipp
;
Manthiou, Aikaterini
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
Saved in:
33
The effects of companies’ face mask usage on consumers’ reactions in the service marketplace
Pichierri, Marco
;
Petruzzellis, Luca
- In:
The journal of services marketing
36
(
2022
)
4
,
pp. 530-549
Persistent link: https://www.econbiz.de/10013407560
Saved in:
34
Cause for pause in retail service : a respond, reimagine, recover framework
Palakshappa, Nitha
;
Dodds, Sarah
;
Bulmer, Sandy
- In:
The journal of services marketing
36
(
2022
)
4
,
pp. 584-596
Persistent link: https://www.econbiz.de/10013407565
Saved in:
35
Accommodating ethnic minority consumers during service encounters : the fine line
Mady, Sarah
;
Ford, John B.
;
Mady, Tarek
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 674-690
Persistent link: https://www.econbiz.de/10013407588
Saved in:
36
Improving service brand personality with augmented reality marketing
Plotkina, Daria
;
Dinsmore, John
;
Racat, Margot
- In:
The journal of services marketing
36
(
2022
)
6
,
pp. 781-799
Persistent link: https://www.econbiz.de/10013407600
Saved in:
37
Addressing customer misbehavior contagion in access-based services
Srivastava, Himanshu Shekhar
;
Jayasimha, K. R.
; …
- In:
The journal of services marketing
36
(
2022
)
6
,
pp. 849-861
Persistent link: https://www.econbiz.de/10013407609
Saved in:
38
Service inclusion for tourists with disabilities : scale development and validation
Awan, Maheen Iqbal
;
Shamim, Amjad
;
Saleem, Muhammad Shoaib
- In:
The journal of services marketing
36
(
2022
)
7
,
pp. 977-990
Persistent link: https://www.econbiz.de/10013407632
Saved in:
39
Understanding consumer perceptions and attitudes toward smart retail services
Lin, Chen-yu
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1015-1030
Persistent link: https://www.econbiz.de/10013410762
Saved in:
40
Investigating the role of customer forgiveness following a double deviation
Lin, Cheng-Yu
;
Chou, En-Yi
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1042-1057
Persistent link: https://www.econbiz.de/10013410768
Saved in:
41
An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias
;
Becker, Laura
;
Büttgen, Marion
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 432-444
Persistent link: https://www.econbiz.de/10013407512
Saved in:
42
Examining the antecedents and consequences of gratitude
Hasan, Syed Fazal E.
;
Mortimer, Gary
;
Lings, Ian N.
; …
- In:
The journal of services marketing
31
(
2017
)
1
,
pp. 34-47
Persistent link: https://www.econbiz.de/10011615638
Saved in:
43
Why are customers loyal in sharing-economy services? : a relational benefits perspective
Yang, Shuai
;
Song, Yiping
;
Chen, Sixing
;
Xia, Xin
- In:
The journal of services marketing
31
(
2017
)
1
,
pp. 48-62
Persistent link: https://www.econbiz.de/10011615648
Saved in:
44
The importance of CSR in forming customer-company identification and long-term loyalty
Huang, Min-Hsin
;
Cheng, Zhao-Hong
;
Chen, I-Chun
- In:
The journal of services marketing
31
(
2017
)
1
,
pp. 63-72
Persistent link: https://www.econbiz.de/10011615657
Saved in:
45
Rethinking functionality and emotions in the service consumption process : the case of funeral services
Korai, Bernard
;
Souiden, Nizar
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 247-264
Persistent link: https://www.econbiz.de/10011741250
Saved in:
46
#IHateYourBrand: adaptive service recovery strategies on Twitter
Abney, Alexandra K.
;
Pelletier, Mark J.
;
Ford, …
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 281-294
Persistent link: https://www.econbiz.de/10011741259
Saved in:
47
Commentary: vulnerable consumers in service settings
Rosenbaum, Mark
;
Seger-Guttmann, Tali
;
Giraldo, Mario
- In:
The journal of services marketing
31
(
2017
)
4/5
,
pp. 309-312
Persistent link: https://www.econbiz.de/10011742682
Saved in:
48
The effects of store environment elements on customer-to-customer interactions involving older shoppers
Tomazelli, Joana
;
Broilo, Patricia Liebesny
;
Espartel, …
- In:
The journal of services marketing
31
(
2017
)
4/5
,
pp. 339-350
Persistent link: https://www.econbiz.de/10011742690
Saved in:
49
Service quality and acculturation : advancing immigrant healthcare utilization
Davis, Kathryn Simons
;
Mohan, Mayoor
;
Rayburn, Steven W.
- In:
The journal of services marketing
31
(
2017
)
4/5
,
pp. 362-372
Persistent link: https://www.econbiz.de/10011742696
Saved in:
50
Promoting customers' involvement with service brands : evidence from coffee shop customers
Kim, Soon-Ho
;
Lee, Seonjeong
- In:
The journal of services marketing
31
(
2017
)
7
,
pp. 733-744
Persistent link: https://www.econbiz.de/10011801521
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