//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~subject:"Customer satisfaction"
~isPartOf:"Managing service quality : MSQ ; an international journal"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer satisfaction"
Narrow search
Delete all filters
| 2 applied filters
Year of publication
From:
To:
Subject
All
Customer satisfaction
Kundenzufriedenheit
57
Dienstleistungsqualität
41
Service quality
41
Consumer behaviour
20
Konsumentenverhalten
20
Beziehungsmarketing
17
Relationship marketing
17
Quality management
9
Qualitätsmanagement
9
Customer service
8
Kundenservice
8
Beschwerdemanagement
7
Complaint management
7
USA
7
United States
7
Taiwan
6
Dienstleistungssektor
5
Emotion
5
Online retailing
5
Online-Handel
5
Service industry
5
Viral marketing
4
Virales Marketing
4
E-commerce
3
Einzelhandel
3
Electronic Commerce
3
Gerechtigkeit
3
Justice
3
Measurement
3
Messung
3
Mobile communications
3
Mobilkommunikation
3
Perception
3
Retail trade
3
Service recovery
3
Switching behaviour
3
Switching costs
3
Wahrnehmung
3
Wechselverhalten
3
more ...
less ...
Type of publication
All
Article
56
Book / Working Paper
1
Type of publication (narrower categories)
All
Article in journal
57
Aufsatz in Zeitschrift
57
Collection of articles of several authors
1
Conference proceedings
1
Konferenzschrift
1
Sammelwerk
1
Language
All
English
57
Author
All
Beise-Zee, Rian
2
Finsterwalder, Jörg
2
Larivière, Bart
2
Slåtten, Terje
2
Van Vaerenbergh, Yves
2
Wu, Li-wei
2
Al-Hawari, Mohd Ahmad
1
Barber, Nelson
1
Barlas, Achilleas
1
Carlborg, Per
1
Caro, Laura Martínez
1
Chai, Kai-hin
1
Chang, Li-kuan
1
Chaniotakis, Ioannis E.
1
Chen, Houn-gee
1
Chen, Martin
1
Chen, Wen-ying
1
Chen, Ying-hueih
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Choi, Beom Joon
1
Cunha, Miguel Pina e
1
De Keyser, Arne
1
Dholakia, Ruby R.
1
Fairhurst, Ann E.
1
Fan, Qingji
1
Francis, Julie E.
1
García, Jose Antonio Martínez
1
Gaur, Sanjaya Singh
1
Georgiadis, Christos K.
1
Grant, David B.
1
Ha, Hong Youl
1
Hensley, Rhonda L.
1
Hill, Sally Rao
1
Howell, Ryan
1
Hsieh, Jung-kuei
1
Hsieh, Yi-ching
1
Hsu, Li-chun
1
Hu, Tzu-li
1
Johnston, Robert
1
more ...
less ...
Institution
All
Australian and New Zealand Marketing Academy
1
Published in...
All
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
421
International journal of hospitality management
355
Journal of business research : JBR
290
The journal of services marketing
191
The service industries journal
171
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
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 service research : JSR
88
Journal of air transport management
87
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
77
International journal of productivity and quality management : IJPQM
72
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
International journal of quality and service sciences
64
Total quality management & business excellence
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
International journal of quality & reliability management
53
International journal of services, economics and management
52
Journal of retailing
52
Journal of marketing
51
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
50
SpringerLink / Bücher
50
more ...
less ...
Source
All
ECONIS (ZBW)
57
Showing
1
-
50
of
57
Sort
Relevance
Date (newest first)
Date (oldest first)
1
An integrated-process model of service quality, istitutional brand and behavioural intentions : the case of a University
Sultan, Parves
;
Wong, Ho Yin
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
5
,
pp. 487-521
Persistent link: https://www.econbiz.de/10010422299
Saved in:
2
Emotional stability and switching barriers in the retail banking context
Al-Hawari, Mohd Ahmad
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
5
,
pp. 469-486
Persistent link: https://www.econbiz.de/10010422312
Saved in:
3
Healthcare industry, hospitals, image congruence, service quality, switching costs, trust
Lien, Che-hui
;
Wu, Jyh-jeng
;
Chen, Ying-hueih
;
Wang, …
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 399-416
Persistent link: https://www.econbiz.de/10010389677
Saved in:
4
The restorative potential of senior centers
Rosenbaum, Mark S.
;
Sweeney, Jillian C.
;
Massiah, Carolyn
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 363-383
Persistent link: https://www.econbiz.de/10010389688
Saved in:
5
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
Saved in:
6
Customer preference for decision authority in credence services : the moderating effects of source credibility and persuasion knowledge
Ngamvichaikit, Anothai
;
Beise-Zee, Rian
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
3
,
pp. 274-299
Persistent link: https://www.econbiz.de/10010359564
Saved in:
7
Investigating temporal effects of risk perceptions and satisfaction on customer loyalty
Ha, Hong Youl
;
Son, Hee-young
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
3
,
pp. 252-273
Persistent link: https://www.econbiz.de/10010359565
Saved in:
8
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
9
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
10
A lean approach for service productivity improvements : synergy or oxymoron?
Carlborg, Per
;
Kindström, Daniel
;
Kowalkowski, Christian
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
4
,
pp. 291-304
Persistent link: https://www.econbiz.de/10009769857
Saved in:
11
Service responses to emotional states of business customers
Wang, Yi-chieh
;
Beise-Zee, Rian
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
1
,
pp. 43-61
Persistent link: https://www.econbiz.de/10009770752
Saved in:
12
A longitudinal study of the zone of tolerance
Stodnick, Michael
;
Marley, Kathryn A.
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
1
,
pp. 25-42
Persistent link: https://www.econbiz.de/10009770753
Saved in:
13
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
14
Is masimum customer servie always a good thing? : customer satisfaction in response to over-attentive service
Ku, Hsuan-hsuan
;
Kuo, Chien-chih
;
Chen, Martin
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
5
,
pp. 437-452
Persistent link: https://www.econbiz.de/10009792529
Saved in:
15
Implementing CRM in nursing homes : the effects of resident satisfaction
Wang, Mai-ling
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
5
,
pp. 388-409
Persistent link: https://www.econbiz.de/10009792542
Saved in:
16
The impact of web site quality on flow-related online shopping behaviors in C2C e-marketplaces : a cross-national study
Fan, Qingji
;
Lee, Jeoung Yul
;
Kim, Joong In
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
5
,
pp. 364-387
Persistent link: https://www.econbiz.de/10009792550
Saved in:
17
The influence of event quality on revisit intention : gender difference and segmentation strategy
Kim, Tae Ho
;
Ko, Yong Jae
;
Park, Chan Min
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
3
,
pp. 205-224
Persistent link: https://www.econbiz.de/10009759415
Saved in:
18
The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service
Choi, Beom Joon
;
Kim, Hyun Sik
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
3
,
pp. 188-204
Persistent link: https://www.econbiz.de/10009759418
Saved in:
19
Effects of inertia and satisfaction in female online shoppers on repeat-purchase intention : the moderating roles of word-of-mouth and alternative attraction
Kuo, Ying-feng
;
Hu, Tzu-li
;
Yang, Shu-chen
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
3
,
pp. 168-187
Persistent link: https://www.econbiz.de/10009759421
Saved in:
20
The impact of financial services quality and fairness on customer satisfaction
Chen, Houn-gee
;
Liu, Julie Yu-chih
;
Sheu, Tsong Shin
; …
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
4
,
pp. 399-421
Persistent link: https://www.econbiz.de/10009581774
Saved in:
21
Validation of Eventserv-Short : a brief measure of customer satisfaction with game day services
Martin, David S.
;
Howell, Ryan
;
Newman, Christopher
; …
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
4
,
pp. 386-398
Persistent link: https://www.econbiz.de/10009581783
Saved in:
22
All for one but does one strategy work for all? : building consumer loyalty in multi-channel distribution
Hsieh, Yi-ching
;
Roan, Jinshyang
;
Pant, Anurag
;
Hsieh, …
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
3
,
pp. 310-335
Persistent link: https://www.econbiz.de/10009562200
Saved in:
23
Determinants and consequences of consumer satisfaction with self-service technology in a retail setting
Wang, Michael Chih-hung
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
2
,
pp. 128-144
Persistent link: https://www.econbiz.de/10009534138
Saved in:
24
Effects of customer expertise on spillovers between products and services : an exploratory study on mobile communications
Yi, Ding
;
Chai, Kai-hin
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
1
,
pp. 75-97
Persistent link: https://www.econbiz.de/10009500694
Saved in:
25
Satisfaction and zone of tolerance : the moderating roles of elaboration and loyalty programs
Wu, Li-wei
;
Wang, Chung-yu
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
1
,
pp. 38-57
Persistent link: https://www.econbiz.de/10009500701
Saved in:
26
The joint effects of compensation frames and price levels on service recovery of online pricing error
Lii, Yuan-shuh
;
Lee, Monle
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
1
,
pp. 4-20
Persistent link: https://www.econbiz.de/10009500706
Saved in:
27
Beyond satisfaction : the relative importance of locational convenience, interpersonal relationships, and commitment across service types
Wu, Li-wei
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
3
,
pp. 240-263
Persistent link: https://www.econbiz.de/10009232065
Saved in:
28
The effect of accent of service employee on customer service evaluation
Hill, Sally Rao
;
Tombs, Alastair
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
6
,
pp. 649-666
Persistent link: https://www.econbiz.de/10009407380
Saved in:
29
Psychological safety, contributions and service satisfaction of customers in group service experiences
Kuppelwieser, Volker G.
;
Finsterwalder, Jörg
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
6
,
pp. 617-635
Persistent link: https://www.econbiz.de/10009407384
Saved in:
30
How word of mouth communication varies across service encounters
Lang, Bodo
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
6
,
pp. 583-598
Persistent link: https://www.econbiz.de/10009407391
Saved in:
31
Special issue on "doing more with less" with selected services marketing papers from the ANZMAC 2010 conference
Finsterwalder, Jörg
(
contributor
)
-
Australian and New Zealand Marketing Academy
-
2011
Persistent link: https://www.econbiz.de/10009407396
Saved in:
32
The role of expected future use in relationship-based service retention
Lin, Jiun-sheng Chris
;
Wu, Chung-yueh
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
5
,
pp. 535-551
Persistent link: https://www.econbiz.de/10009315779
Saved in:
33
Consumer responses to online retailer's service recovery after a service failure : a perspective of justice theory
Lin, Hsin-hui
;
Wang, Yi-shun
;
Chang, Li-kuan
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
5
,
pp. 511-534
Persistent link: https://www.econbiz.de/10009315782
Saved in:
34
Relational impact of service providers' interaction behavior in healthcare
Gaur, Sanjaya Singh
;
Xu, Yingzi
;
Quazi, Ali
;
Nandi, Swathi
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
1
,
pp. 67-87
Persistent link: https://www.econbiz.de/10008989020
Saved in:
35
A critical review of techniques for classifying quality attributes in the Kano model
Mikulic, Josip
;
Prebežac, Darko
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
1
,
pp. 46-66
Persistent link: https://www.econbiz.de/10008989021
Saved in:
36
The customer experience : a road-map for improvement
Johnston, Robert
;
Kong, Xiangyu
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
1
,
pp. 5-24
Persistent link: https://www.econbiz.de/10008989023
Saved in:
37
Service failures in online double deviation scenarios : justice theory approach
Lee, Eun Jung
;
Park, Jungkun
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 46-69
Persistent link: https://www.econbiz.de/10003940606
Saved in:
38
Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale
Barber, Nelson
;
Scarecelli, Joseph M.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 70-88
Persistent link: https://www.econbiz.de/10003940609
Saved in:
39
Comprehension of relationship quality in the retail environment
Vesel, Patrick
;
Zabkar, Vesna
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
3
,
pp. 213-235
Persistent link: https://www.econbiz.de/10003980777
Saved in:
40
Examining the application of six sigma in the service exchange
Noone, Breffni M.
;
Namasivayam, Karthik
;
Tomlinson, …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
3
,
pp. 273-293
Persistent link: https://www.econbiz.de/10003980800
Saved in:
41
Updating service operations
Sulek, Joanne S.
;
Hensley, Rhonda L.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
5
,
pp. 475-489
Persistent link: https://www.econbiz.de/10008662225
Saved in:
42
Improvement gap analysis
Tontini, Gérson
;
Picolo, Jaime Dagostin
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
6
,
pp. 565-584
Persistent link: https://www.econbiz.de/10008778605
Saved in:
43
Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships
Juga, Jari
;
Juntunen, Jouni
;
Grant, David B.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
6
,
pp. 496-510
Persistent link: https://www.econbiz.de/10008778634
Saved in:
44
The relative importance of service features in explaining customer satisfaction : a comparison of measurement models
Pantouvakis, Angelos
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
4
,
pp. 366-387
Persistent link: https://www.econbiz.de/10008655292
Saved in:
45
Atmospheric experiences that emotionally touch customers : a case study from a winter park
Slåtten, Terje
;
Mehmetoglu, Mehmet
;
Svensson, Göran
; …
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 721-746
Persistent link: https://www.econbiz.de/10009525044
Saved in:
46
The importance of self-service kiosks in developing consumers' retail patronage intentions
Lee, Hyun-joo
;
Fairhurst, Ann E.
;
Lee, Min-young
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 687-701
Persistent link: https://www.econbiz.de/10009525047
Saved in:
47
Is C-OAR-SE best for internet retailing service quality?
Francis, Julie E.
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 670-686
Persistent link: https://www.econbiz.de/10009525049
Saved in:
48
Improvisation in service recovery
Cunha, Miguel Pina e
;
Rego, Arménio
;
Kamoche, Ken
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 657-669
Persistent link: https://www.econbiz.de/10009525052
Saved in:
49
Employee perceptions of service quality in a call centre
Ramseook-Munhurrun, Prabha
;
Naidoo, Perunjodi
; …
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
5
,
pp. 541-557
Persistent link: https://www.econbiz.de/10009525069
Saved in:
50
Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports
Theodorakis, Nicholas D.
;
Koustelios, Athanasios
; …
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
4
,
pp. 456-473
Persistent link: https://www.econbiz.de/10009525074
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->