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~subject:"Dienstleistungsqualität"
~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
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Dienstleistungsqualität
Customer service
11
Kundenservice
11
Service quality
6
Beziehungsmarketing
5
Customer satisfaction
5
Kundenzufriedenheit
5
Relationship marketing
5
Beschwerdemanagement
4
Complaint management
4
Service operations
3
Case study
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Consumer behaviour
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Großbritannien
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Konsumentenverhalten
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Modularisierung
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Modularity
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Service design
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United Kingdom
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Altenhilfe
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Behavioural operations
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Bullwhip effect
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Bullwhip-Effekt
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Call centre
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Call centres
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Call routing
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Callcenter
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Contingency theory
1
Customer contact
1
Customer contract
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Customer retention
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Dienstleistung
1
Dienstleistungsmanagement
1
E-commerce
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Elderly care
1
Electric power industry
1
Electronic Commerce
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Elektrizitätswirtschaft
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IVR system
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Internet
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Contiero, Enrico
1
Ellway, Benjamin
1
Fan, Ying
1
Karwan, Kirk R.
1
Kumar, J. Ajith
1
Nagy, Paul F.
1
Niu, Run Hong
1
Ponsignon, Frederic
1
Ramirez, Ed
1
Rudran, Raghunath
1
Smart, Philip Andrew
1
Smith, Jeffery S.
1
Sousa, Rui
1
Vinelli, Andrea
1
Voss, Christopher A.
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of retailing and consumer services
58
International journal of hospitality management
55
The journal of services marketing
54
Journal of business research : JBR
35
Journal of service management
21
International journal of contemporary hospitality management
19
Journal of service research
17
The service industries journal
17
Journal of service research : JSR
16
Journal of hospitality marketing & management
15
Journal of service theory and practice
12
Services marketing quarterly
12
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Service business
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
The TQM journal : the international review of organizational improvement
9
International journal of quality and service sciences
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
International journal of business and economics
7
International journal of services, economics and management
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
European journal of marketing
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of retailing
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
Cogent business & management
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of productivity and quality management : IJPQM
5
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ECONIS (ZBW)
6
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1
Measurement scales for technology-generated customer contact
Rudran, Raghunath
;
Kumar, J. Ajith
- In:
International journal of operations & production …
37
(
2017
)
5
,
pp. 534-556
Persistent link: https://www.econbiz.de/10011661472
Saved in:
2
Contingencies and characteristics of service recovery system design : insights from retail banking
Contiero, Enrico
;
Ponsignon, Frederic
;
Smart, Philip Andrew
- In:
International journal of operations & production …
36
(
2016
)
11
,
pp. 1644-1667
Persistent link: https://www.econbiz.de/10011628821
Saved in:
3
Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin
- In:
International journal of operations & production …
36
(
2016
)
4
,
pp. 408-428
Persistent link: https://www.econbiz.de/10011565373
Saved in:
4
To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying
;
Niu, Run Hong
- In:
International journal of operations & production …
36
(
2016
)
9
,
pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
Saved in:
5
The contingent nature of service recovery system structures
Smith, Jeffery S.
;
Nagy, Paul F.
;
Karwan, Kirk R.
; …
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
Saved in:
6
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
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