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Customer satisfaction
Kundenzufriedenheit
5,361
Service quality
2,820
Consumer behaviour
2,816
Konsumentenverhalten
2,815
Dienstleistungsqualität
2,808
Beziehungsmarketing
2,401
Relationship marketing
2,401
Satisfaction
636
customer satisfaction
531
Online retailing
512
Online-Handel
512
Holiday behaviour
480
Urlaubsverhalten
480
Customer service
467
Kundenservice
464
Arbeitszufriedenheit
462
Job satisfaction
462
Emotion
395
Beschwerdemanagement
380
Complaint management
380
Electronic Commerce
377
E-commerce
375
Tourism
362
Tourismus
360
Brand management
358
Markenführung
358
Qualitätsmanagement
357
Quality management
352
Brand image
345
Markenimage
345
Hotel industry
341
Hotellerie
341
satisfaction
338
Viral marketing
336
Virales Marketing
335
Einzelhandel
322
Retail trade
321
Confidence
316
Vertrauen
314
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Free
2,360
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5,303
Book / Working Paper
148
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Article in journal
5,080
Aufsatz in Zeitschrift
5,080
Aufsatz im Buch
154
Book section
154
Conference paper
49
Konferenzbeitrag
49
Hochschulschrift
35
Aufsatzsammlung
12
Arbeitspapier
8
Case study
8
Fallstudie
8
Working Paper
8
Collection of articles of several authors
7
Graue Literatur
7
Non-commercial literature
7
Sammelwerk
7
Thesis
6
Konferenzschrift
4
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3
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3
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German
82
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71
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Han, Heesup
49
Svensson, Göran
17
Mattila, Anna S.
16
Prentice, Catherine
16
Prayag, Girish
15
Wong, IpKin Anthony
15
Bilgihan, Anil
14
Su, LuJun
13
Balaji, M. S.
12
Law, Chun Hung Roberts
12
Sreejesh, S.
12
Söderlund, Magnus
12
Yi, Youjae
12
Hyun, Sunghyup Sean
11
Lee, Jin-soo
11
Loureiro, Sandra Maria Correia
11
Xu, Xun
11
Ahn, Jiseon
10
Chua, Bee-Lia
10
Gil Saura, Irene
10
Gustafsson, Anders
10
Ladeira, Wagner Junior
10
Quach, Sara
10
Rather, Raouf Ahmad
10
Roy, Sanjit
10
Shahin, Arash
10
Sharma, Piyush
10
Wu, Luorong
10
Yu, Jongsik
10
Assaker, Guy
9
Khan, Imran
9
Kim, Jinkyung Jenny
9
Liu, Chih-Hsing
9
Mainardes, Emerson Wagner
9
Park, Jungkun
9
Paul, Justin
9
Prashar, Sanjeev
9
Prybutok, Victor R.
9
Sajad Rezaei
9
Santini, Fernando de Oliveira
9
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Springer Fachmedien Wiesbaden
17
IGI Global
3
ANZMAC Conference <2019, Wellington>
1
European Business School <Oestrich-Winkel>
1
Excellence-in-Service-Konferenz <6., 2016, Koblenz>
1
FAU University Press ein Imprint der Universität Erlangen-Nürnberg / Universitätsbibliothek
1
Friedrich-Alexander-Universität Erlangen-Nürnberg
1
Global Conference on Business, Management and Entrepreneurship "Transforming Suistainable Business In The Era Of Society 5.0" <2019, Bandung>
1
ICServ <5., 2017, Wien>
1
Nomos Verlagsgesellschaft
1
Springer Gabler <Firma>
1
Springer International Publishing
1
Springer-Verlag GmbH
1
Technische Universität Braunschweig
1
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Journal of retailing and consumer services
323
International journal of hospitality management
238
Journal of business research : JBR
182
Journal of hospitality marketing & management
107
Journal of travel and tourism marketing
105
The journal of services marketing
98
Tourism management : research, policies, practice
97
International journal of contemporary hospitality management
86
Service business
81
Tourism management perspectives : TMP
73
The service industries journal
70
Total quality management & business excellence
63
Journal of air transport management
61
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
57
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
55
Services marketing quarterly
53
Asia Pacific journal of marketing and logistics
52
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
52
SpringerLink / Bücher
50
Journal of strategic marketing
44
The TQM journal : the international review of organizational improvement
44
Journal of hospitality and tourism insights
42
International journal of quality & reliability management
38
Tourism analysis : an interdisciplinary tourism & hospitality journal
37
Journal of service management
36
Journal of Islamic marketing
35
International journal of services and operations management : IJSOM
33
Journal of vacation marketing
33
International journal of quality and service sciences
32
Psychology & marketing
32
The international journal of bank marketing : IJBM
32
International journal of business excellence : IJBEX
31
Industrial marketing management : the international journal for industrial and high-tech firms
30
International journal of services, economics and management
30
International journal of productivity and quality management : IJPQM
28
Technological forecasting & social change : an international journal
28
International review on public and non-profit marketing
27
Journal of internet commerce
27
International journal of bank marketing
26
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
26
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ECONIS (ZBW)
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1
Customer satisfaction and internal control
Chen, Ting
;
Liu, Xiaotao Kelvin
;
Wan, Chi
;
Wang, Yakun
- In:
Journal of management accounting research : JMAR
36
(
2024
)
1
,
pp. 27-53
Persistent link: https://www.econbiz.de/10014507695
Saved in:
2
Quantitative analysis of the publication trends in four decades of SERVQUAL research : a bibliometric approach
Oh, Dong-Geun
;
Elango, B.
- In:
Total quality management & business excellence
35
(
2024
)
1/2
,
pp. 297-319
Persistent link: https://www.econbiz.de/10014513355
Saved in:
3
How new technology impacts airport's service quality and behavioral intentions
Hong, Seock-Jin
;
Purtell, Clinton
;
Chung, Jin-young
; …
- In:
Journal of travel and tourism marketing
41
(
2024
)
2
,
pp. 235-251
Persistent link: https://www.econbiz.de/10014513638
Saved in:
4
What attributes affect customer satisfaction in green restaurants? : an aspect-based sentiment analysis approach
Shahhosseini, Mansour
;
Nasr, Arash Khalili
- In:
Journal of travel and tourism marketing
41
(
2024
)
4
,
pp. 472-490
Persistent link: https://www.econbiz.de/10014513662
Saved in:
5
Linking relationship marketing to customer loyalty in the e-banking context : the central role of customer satisfaction
Nam Hoai Nguyen
;
Dung Phuong Hoang
- In:
Gadjah Mada international journal of business
26
(
2024
)
1
,
pp. 109-140
Persistent link: https://www.econbiz.de/10014486995
Saved in:
6
Effects of perceived value and customer service on brand satisfaction
Sebastián-Morillas, Ana
;
Monfort, Abel
;
López, Belén
- In:
Journal of promotion management : innovations in …
30
(
2024
)
2
,
pp. 187-203
Persistent link: https://www.econbiz.de/10014447597
Saved in:
7
The effect of reliability and empathy on customer satisfaction : a survey of PT Telkom Indonesia's IndiHome customers
Widagdo, Suwignyo
;
Handayani, Yuniorita Indah
; …
- In:
Human systems management : HSM
43
(
2024
)
2
,
pp. 181-194
Persistent link: https://www.econbiz.de/10014519480
Saved in:
8
Assessment of service innovation in the quick service restaurants
Sarangal, Rajani Kumari
;
Singh, Rajesh
- In:
International journal of business innovation and …
32
(
2023
)
1
,
pp. 1-24
Persistent link: https://www.econbiz.de/10014438450
Saved in:
9
Investigating customer uncertainty and satisfaction in the banking industry : the role of organisational silence towards the customer, organisational hypocrisy and corporate social...
SolatiNik, Omid
;
Salehzadeh, Reza
;
Mirmehdi, Seyed Mehdi
- In:
International journal of business innovation and …
32
(
2023
)
1
,
pp. 25-46
Persistent link: https://www.econbiz.de/10014438451
Saved in:
10
Role of customer satisfaction as a mediator between sensory marketing and customer loyalty : a case of Pakistani restaurant industry
Satti, Zoya Wajid
;
Babar, Samreen Fahim
;
Parveen, Shagufta
- In:
Journal of international food & agribusiness marketing
35
(
2023
)
5
,
pp. 559-581
Persistent link: https://www.econbiz.de/10014444377
Saved in:
11
Customer relationship management : review of technology impact and use cases
Yerpude, Samir
;
Rautela, Sonica
- In:
Digital transformation, strategic resilience, cyber …
,
(pp. 87-99)
.
2023
Persistent link: https://www.econbiz.de/10014428103
Saved in:
12
Examining the effects of sales and marketing on performance : an exploratory study of the timeshare industry
Seo, Kwanglim
;
Soh, Jungtae
- In:
Tourism economics : the business and finance of tourism …
29
(
2023
)
7
,
pp. 1947-1953
Persistent link: https://www.econbiz.de/10014384554
Saved in:
13
Vocalizing search : how voice technologies alter consumer search processes and satisfaction
Melumad, Shiri
- In:
Journal of consumer research : JCR ; an …
50
(
2023
)
3
,
pp. 533-553
Persistent link: https://www.econbiz.de/10014391410
Saved in:
14
Post COVID-19 online shopping in South Africa : a mediation analysis of customer satisfaction on e-service quality and purchase intention
Mtotywa, Matolwandile Mzuvukile
;
Kekana, Charles
- In:
African journal of science, technology, innovation and …
15
(
2023
)
5
,
pp. 533-546
Persistent link: https://www.econbiz.de/10014369337
Saved in:
15
Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen
;
Xiong, Wei
- In:
Journal of travel and tourism marketing
40
(
2023
)
3
,
pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
Saved in:
16
Drivers of service productivity in the hospitality industry : a customer perspective
Ha Thu Nguyen
;
Anh Thi Tu Le
;
Truong Trong Hoang
- In:
International journal of productivity and quality …
39
(
2023
)
4
,
pp. 464-489
Persistent link: https://www.econbiz.de/10014364110
Saved in:
17
Understanding the relationship between customer satisfaction, customer engagement and repeat purchase behaviour
Sharma, Devika Rani
;
Singh, Balgopal
- In:
Vision : the journal of business perspective
27
(
2023
)
4
,
pp. 449-457
Persistent link: https://www.econbiz.de/10014365955
Saved in:
18
Display optimization under the multinomial logit choice model : balancing revenue and customer satisfaction
Feldman, Jacob
;
Jiang, Puping
- In:
Production and operations management : the flagship …
32
(
2023
)
11
,
pp. 3374-3393
Persistent link: https://www.econbiz.de/10014430749
Saved in:
19
Talent analytics and customer performance : insights from the Indian banking sector
Maitri
;
Singhal, Samarth
- In:
International journal of process management and …
15
(
2023
)
4
,
pp. 507-523
Persistent link: https://www.econbiz.de/10014433421
Saved in:
20
Crowdsourced delivery and customer assessments of e-Logistics Service Quality : an appraisal theory perspective
Ta, Ha
;
Esper, Terry L.
;
Hofer, Adriana Rossiter
; …
- In:
Journal of business logistics
44
(
2023
)
3
,
pp. 345-368
Persistent link: https://www.econbiz.de/10014343165
Saved in:
21
Improving last-mile delivery for e-commerce : the case of Sweden
Patowary, Muhammad Muzahidul Islam
;
Peulers, Daphne
; …
- In:
International journal of logistics : research and …
26
(
2023
)
7
,
pp. 872-893
Persistent link: https://www.econbiz.de/10014322166
Saved in:
22
Customer orientation, CRM organization, and hotel financial performance : the mediating role of customer satisfaction
Dah, Helen M.
;
Blomme, Robert J.
;
Kil, Arie
;
Honyenuga, …
- In:
Advances in hospitality and leisure
18
(
2023
),
pp. 113-135
Persistent link: https://www.econbiz.de/10014247590
Saved in:
23
Role of e-service quality, brand commitment and e-WOM trust on e-WOM intentions of millennials
Jain, Manu
;
Dixit, Saumya
;
Shukla, Amit
- In:
The international review of retail, distribution and …
33
(
2023
)
1
,
pp. 23-43
Persistent link: https://www.econbiz.de/10014226377
Saved in:
24
The value of core and noncore activity fit for corporate social responsibility : an expectation-based study of nonprofit hospitals
Mathras, Daniele
;
Grinstein, Amir
;
Young, Gary J.
; …
- In:
Journal of public policy & marketing
42
(
2023
)
2
,
pp. 152-168
Persistent link: https://www.econbiz.de/10014228904
Saved in:
25
Marketing a destination brand image to Muslim tourists : does accessibility to cultural needs matter in developing brand loyalty?
Wisker, Zazli Lily
;
Kadirov, Djavlonbek
;
Nizar, Jithin
- In:
Journal of hospitality & tourism research : JHTR ; the …
47
(
2023
)
1
,
pp. 84-105
Persistent link: https://www.econbiz.de/10014229970
Saved in:
26
The role of cultural differences in customer retention : evidence from the high-contact service industry
Fam, Kim Shyan
;
Boon Liat Cheng
;
Cham Tat Huei
;
Yi, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
47
(
2023
)
1
,
pp. 257-288
Persistent link: https://www.econbiz.de/10014230003
Saved in:
27
Customer satisfaction and customer loyalty : an empirical case study on the impact of benefits generated through smartphone applications
Shaikh, Erum
;
Watto, Waqas Ahmed
;
Brahmi, Mohsen
; …
- In:
International journal of public sector performance …
12
(
2023
)
1/2
,
pp. 119-139
Persistent link: https://www.econbiz.de/10014313439
Saved in:
28
Measuring service quality in Indian automobile aftersales : AutoIND scale
Singh, Munish Pal
;
Sharma, Satyendra Kumar
;
Chanda, Udayan
- In:
International journal of process management and …
13
(
2023
)
3
,
pp. 401-422
Persistent link: https://www.econbiz.de/10014314006
Saved in:
29
Determinants of customer experience, satisfaction and willingness to purchase from virtual tour of a retail store
Bhatnagar, Swati
;
Yadav, Rajan
- In:
International journal of management practice : IJMP
16
(
2023
)
1
,
pp. 38-58
Persistent link: https://www.econbiz.de/10014315776
Saved in:
30
Customers dictate business survival or extinction : a conceptual approach in examining customer complaint data
Krstovski, Saso
;
Ali, Ahad
;
Riemer, Donald
- In:
International journal of management concepts and …
16
(
2023
)
3
,
pp. 266-275
Persistent link: https://www.econbiz.de/10014316125
Saved in:
31
A study of logistics service quality dimensions impacting customer satisfaction in instant food delivery : the Indian perspective
Khan, Mohd Ziyauddin
- In:
International journal of logistics economics and …
10
(
2023
)
2
,
pp. 109-123
Persistent link: https://www.econbiz.de/10014318411
Saved in:
32
Online promotions and hedonic motives as moderators in the relationship between e-impulsive buying tendency and customer satisfaction : evidence from India
Madhu, Sumetha
;
Soundararajan, Vasanthi
;
Parayitam, …
- In:
Journal of internet commerce
22
(
2023
)
3
,
pp. 395-431
Persistent link: https://www.econbiz.de/10014320493
Saved in:
33
Recovery strategies of a micro restaurant in Nigeria : implications on customer satisfaction and loyalty
Agu, Agu Godswill
- In:
Journal of African business
24
(
2023
)
3
,
pp. 363-383
Persistent link: https://www.econbiz.de/10014320497
Saved in:
34
Digitisation in retailing : the game-changing driver of industrial transformation
Sindhu, Mahwish
;
Qureshi, Tahir Masood
;
Singh, Sonia
; …
- In:
International journal of intellectual property …
13
(
2023
)
1
,
pp. 22-39
Persistent link: https://www.econbiz.de/10014320965
Saved in:
35
Using social exchange perspective to explain customer voluntary performance behavior
Dai, You-De
;
Liu, Ying-Chan
;
Zhuang, Wen-Long
;
Wang, …
- In:
The service industries journal
43
(
2023
)
9/10
,
pp. 764-784
Persistent link: https://www.econbiz.de/10014321623
Saved in:
36
Exploring the role of fitness instructors' interaction quality skills in building customer trust in the service provider and customer satisfaction
Glaveli, Niki
;
Papadimitriou, Dimitra
;
Karagiorgos, Thomas
- In:
European Sport management quarterly : ESMQ
23
(
2023
)
3
,
pp. 767-788
Persistent link: https://www.econbiz.de/10014283326
Saved in:
37
The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions
Boisvert, Jean
;
Khan, M. Sajid
- In:
Journal of strategic marketing
31
(
2023
)
1
,
pp. 37-57
Persistent link: https://www.econbiz.de/10014302707
Saved in:
38
Understanding the shoppers' perception in retail shopping malls : a self-determination theory perspective
Li, Ling Hin
;
Cheung, Ka Shing
;
Tse, Wing Sze
- In:
Journal of strategic marketing
31
(
2023
)
1
,
pp. 58-73
Persistent link: https://www.econbiz.de/10014303129
Saved in:
39
International management of customer orientation
González-Porras, José L.
;
Ruiz-Alba, José L.
; …
- In:
European journal of international management : EJIM
20
(
2023
)
1
,
pp. 143-166
Persistent link: https://www.econbiz.de/10014304958
Saved in:
40
Assessing the mediating impact of satisfaction on the relationship between retail service quality and customer loyalty : a study of organised apparel multi-brand retail stores in I...
Bhatia, Mayank
;
Bhatt, Kedar
- In:
International journal of business and emerging markets …
15
(
2023
)
2
,
pp. 175-193
Persistent link: https://www.econbiz.de/10014306813
Saved in:
41
E-commerce research models : a systematic review and identification of the determinants to success
Ogunmola, Gabriel
;
Kumar, Vikas
- In:
International journal of business information systems : …
43
(
2023
)
1
,
pp. 87-106
Persistent link: https://www.econbiz.de/10014307420
Saved in:
42
Food apps to create competitive advantage and enhance customer satisfaction
Singh, Shamsher
- In:
World review of entrepreneurship, management and …
19
(
2023
)
3/4/5
,
pp. 218-229
Persistent link: https://www.econbiz.de/10014308154
Saved in:
43
Transportation quality, customer satisfaction and financial performance
Teklay, Belaynesh
;
Dow, Kevin E.
;
Askarany, Davood
; …
- In:
Advances in management accounting
34
(
2022
),
pp. 63-82
Persistent link: https://www.econbiz.de/10014308858
Saved in:
44
Pooling agents for customer-intensive services
Wang, Zhongbin
;
Yang, Luyi
;
Cui, Shiliang
;
Ülkü, Sezer
; …
- In:
Operations research
71
(
2023
)
3
,
pp. 860-875
Persistent link: https://www.econbiz.de/10014309087
Saved in:
45
Exploring the linkage between service quality and customer satisfaction in the Chinese air industry during the COVID-19 pandemic
Ahmad, Wasim
;
Waheed, Abdul
;
Arif, Farrah
;
Jafar, Rana …
- In:
International journal of electronic customer …
14
(
2023
)
1
,
pp. 1-19
Persistent link: https://www.econbiz.de/10014309493
Saved in:
46
How e-service quality influence post-purchase behaviour : the mediating role of perceived value and the moderating of perceived risk
Ha Thu Nguyen
;
Anh Chi Phan
;
Phuong Hien Nguyen
- In:
International journal of electronic marketing and …
14
(
2023
)
3
,
pp. 257-274
Persistent link: https://www.econbiz.de/10014310029
Saved in:
47
Customer satisfaction, behavioural and pay more intentions : a study on Indian Dhabas (roadside full-service restaurants)
Kumar, Pankaj
;
Ahlawat, Pardeep K.
;
Kumar, Parveen
; …
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10014311176
Saved in:
48
Investigation of the effect of physical evidence and word of mouth on customer satisfaction and purchase intention in professional services
Atılgan, Kalender Özcan
;
Koç, Özge
- In:
International journal of services, economics and management
14
(
2023
)
3
,
pp. 249-269
Persistent link: https://www.econbiz.de/10014311693
Saved in:
49
The effect of bonding, responsiveness and communication on customer retention : the mediating role of customer satisfaction
Negassa, Gebeyehu Jalu
;
Japee, Gurudutta Pradeep
- In:
Journal of relationship marketing : innovations and …
22
(
2023
)
2
,
pp. 115-131
Persistent link: https://www.econbiz.de/10014290415
Saved in:
50
Determinants of customer satisfaction in a B2B IT context : a structural equation modeling approach
Sureshchandar, G. S.
- In:
Quality management journal : QMJ
30
(
2023
)
2
,
pp. 135-149
Persistent link: https://www.econbiz.de/10014291640
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