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Beziehungsmarketing
45
Relationship marketing
45
Dienstleistungsqualität
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Customer satisfaction
17
Kundenzufriedenheit
17
Consumer behaviour
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Wu, Li-wei
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Gummerus, Johanna
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Larivière, Bart
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Van Vaerenbergh, Yves
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Anaza, Nwamaka A.
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Bartl, Christopher
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Managing service quality : MSQ ; an international journal
Journal of business research : JBR
624
Journal of retailing and consumer services
582
Industrial marketing management : the international journal for industrial and high-tech firms
395
International journal of hospitality management
280
SpringerLink / Bücher
256
The journal of services marketing
225
The journal of business & industrial marketing
192
The service industries journal
184
Journal of the Academy of Marketing Science
164
Journal of strategic marketing
161
International journal of electronic customer relationship management : IJECRM
140
Journal of marketing
124
International journal of contemporary hospitality management
120
Journal of service research : JSR
117
Journal of travel and tourism marketing
115
Journal of hospitality marketing & management
114
The journal of product & brand management
111
Tourism management : research, policies, practice
108
Asia Pacific journal of marketing and logistics
107
Journal of service management
106
Gabler Edition Wissenschaft
102
Journal of retailing
102
The journal of brand management : an international journal
101
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
99
Marketing intelligence & planning
97
Psychology & marketing
97
European journal of marketing : EJM
95
Services marketing quarterly
90
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
86
The international journal of bank marketing : IJBM
85
Cogent business & management
83
Journal of marketing management : MM
82
Service business
80
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
78
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
72
Journal of financial services marketing : JFSM
70
Business horizons
69
International journal of retail & distribution management
68
European journal of operational research : EJOR
67
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
67
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ECONIS (ZBW)
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1
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:
2
Theory of value co-creation : a systematic literature review
Galvagno, Marco
;
Dalli, Daniele
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
6
,
pp. 643-683
Persistent link: https://www.econbiz.de/10010526464
Saved in:
3
Beyond virtuality : from engagement platforms to engagement ecosystems
Breidbach, Christoph F.
;
Brodie, Roderick J.
; …
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
6
,
pp. 592-611
Persistent link: https://www.econbiz.de/10010526466
Saved in:
4
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:
5
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:
6
The service revolution and its marketing implications : service logic vs service dominant logic
Grönroos, Christian
;
Gummerus, Johanna
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
3
,
pp. 206-229
Persistent link: https://www.econbiz.de/10010359568
Saved in:
7
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:
8
The impact of relational bonds on brand loyalty : the mediating effect of brand relationship quality
Huang, Chao-Chin
;
Fang, Shih Chieh
;
Huang, Shyh-ming
; …
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 184-204
Persistent link: https://www.econbiz.de/10010253986
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
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:
11
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:
12
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:
13
Do reward programs build loyalty to restaurants? : the moderating effect of long-term orientation on the timing and types of rewards
Park, Seung-bae
;
Chung, Namho
;
Woo, Sang-cheol
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
3
,
pp. 225-244
Persistent link: https://www.econbiz.de/10009759414
Saved in:
14
Investigating effects of relationship marketing types in life insurers in Taiwan
Yu, Tsu-wei
;
Tung, Feng-cheng
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
2
,
pp. 111-130
Persistent link: https://www.econbiz.de/10009728571
Saved in:
15
Developing our understanding of patronizing frontline employees
Anaza, Nwamaka A.
;
Rutherford, Brian N.
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
4
,
pp. 340-358
Persistent link: https://www.econbiz.de/10009581806
Saved in:
16
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:
17
Service environment, provider mood, and provider-customer interaction
Fowler, Kendra
;
Bridges, Eileen
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
2
,
pp. 165-183
Persistent link: https://www.econbiz.de/10009534126
Saved in:
18
Service excellence models : a critical discussion and comparison
Gouthier, Matthias
;
Giese, Andreas
;
Bartl, Christopher
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
5
,
pp. 447-464
Persistent link: https://www.econbiz.de/10009681575
Saved in:
19
Using a business game concept to enhance servitization : a longitudinal case study
Laine, Teemu
;
Paranko, Jari
;
Suomala, Petri
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
5
,
pp. 428-446
Persistent link: https://www.econbiz.de/10009681580
Saved in:
20
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:
21
Customer loyalty and the role of relationship length
Wang, Chung-yu
;
Wu, Li-wei
- In:
Managing service quality : MSQ ; an international journal
22
(
2012
)
1
,
pp. 58-74
Persistent link: https://www.econbiz.de/10009500699
Saved in:
22
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:
23
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:
24
Building friendships and relationships : the role of conversation in hairdressing service encounters
Garzaniti, Ivana
;
Pearce, Glenn
;
Stanton, John
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
6
,
pp. 667-687
Persistent link: https://www.econbiz.de/10009407377
Saved in:
25
Customer service understanding : gender differences of frontline employees
Mathies, Christine
;
Burford, Marion
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
6
,
pp. 636-648
Persistent link: https://www.econbiz.de/10009407381
Saved in:
26
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:
27
The influence of active and passive customer behavior on switching in customer relationships
Roos, Inger
;
Gustafsson, Anders
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
5
,
pp. 448-464
Persistent link: https://www.econbiz.de/10009315790
Saved in:
28
Generating positive word-of-mouth in the service experience
Ng, Sandy
;
David, Meredith E.
;
Dagger, Tracey S.
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
2
,
pp. 133-151
Persistent link: https://www.econbiz.de/10008988083
Saved in:
29
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:
30
Consumer trust in service companies : a multiple mediating analysis
Kantsperger, Roland
;
Kunz, Werner H.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 4-25
Persistent link: https://www.econbiz.de/10003940602
Saved in:
31
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:
32
Service innovations in manufacturing firms
Gremyr, Ida
;
Löfberg, Nina
;
Witell, Lars
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
2
,
pp. 161-175
Persistent link: https://www.econbiz.de/10003964472
Saved in:
33
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:
34
E-services as resources in customer value creation : a service logic approach
Gummerus, Johanna
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
5
,
pp. 425-439
Persistent link: https://www.econbiz.de/10008662239
Saved in:
35
Service quality dimensions of hybrid services
Ganguli, Shirshendu
;
Roy, Sanjit Kumar
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
5
,
pp. 404-424
Persistent link: https://www.econbiz.de/10008662241
Saved in:
36
The role of strategic context, operational requirements, and work design in in-house call centres in the financial sector
Strandberg, Christer
;
Dalin, Rolf
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
6
,
pp. 544-564
Persistent link: https://www.econbiz.de/10008778608
Saved in:
37
Value co-creation as a determinant of success in public transport services : a study of the Swiss Federal Railway operator (SBB)
Gebauer, Heiko
;
Johnson, Mikael
;
Enquist, Bo
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
6
,
pp. 511-530
Persistent link: https://www.econbiz.de/10008778627
Saved in:
38
Two component customer relationship management model for healthcare services
Chahal, Hardeep
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
4
,
pp. 343-365
Persistent link: https://www.econbiz.de/10008655293
Saved in:
39
An approach to develop effective customer loyalty programs : the VIP program at T&T Supermarkets Inc.
Ho, Richard
;
Huang, Leo
;
Huang, Stanley
;
Lee, Tina
; …
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 702-720
Persistent link: https://www.econbiz.de/10009525045
Saved in:
40
Handling customer complaints effectively : a comparison of the value maps of female and male complainants
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
6
,
pp. 636-656
Persistent link: https://www.econbiz.de/10009525054
Saved in:
41
Technical and functional determinants of customer satisfactin in the bank-SME relationship
Lundahl, Nicolaus
;
Vegholm, Fatima
;
Silver, Lars
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
5
,
pp. 581-594
Persistent link: https://www.econbiz.de/10009525061
Saved in:
42
Retail service dynamics in a rural tourism community : implications for customer relationship management
Hurst, Jessica L.
;
Niehm, Linda S.
;
Littrell, Mary A.
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
5
,
pp. 511-540
Persistent link: https://www.econbiz.de/10009525070
Saved in:
43
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:
44
Impacts of customer service on relationship quality : an empirical study in China
Su, Qin
;
Li, Zhao
;
Yi, Xu
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
4
,
pp. 391-409
Persistent link: https://www.econbiz.de/10009525088
Saved in:
45
Seller-initiated relationship ending : an empirical study of professional business-to-business services
Holmlund, Maria
;
Hobbs, Päivi
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
3
,
pp. 266-285
Persistent link: https://www.econbiz.de/10009525095
Saved in:
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