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language:"eng"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Beziehungsmarketing
19,741
Relationship marketing
19,741
Consumer behaviour
8,125
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8,125
Customer satisfaction
4,903
Kundenzufriedenheit
4,901
Service quality
3,548
Brand management
2,312
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2,312
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1,799
Social web
1,799
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1,758
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1,758
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1,707
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1,707
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1,447
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1,437
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1,411
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1,405
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1,356
E-commerce
1,336
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1,289
Kundenintegration
1,286
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1,256
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1,255
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1,218
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1,206
Einzelhandel
1,205
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1,202
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1,166
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1,151
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1,123
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972
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965
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909
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906
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20
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Gong, Taeshik
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McColl-Kennedy, Janet R.
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Balaji, M. S.
11
Gustafsson, Anders
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Hollebeek, Linda D.
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Quach, Sara
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Prybutok, Victor R.
9
Qu, Hailin
9
Sreejesh, S.
9
Usman, Osly
9
Edvardsson, Bo
8
Izogo, Ernest Emeka
8
Patterson, Paul G.
8
Rather, Raouf Ahmad
8
Grégoire, Yany
7
Hyun, Sunghyup Sean
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Marimon, Frederic
7
Osman, Zahir
7
Park, Jungkun
7
Roberts-Lombard, Mornay
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Thaichon, Paramaporn
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Van Vaerenbergh, Yves
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Wong, IpKin Anthony
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Al-Hawary, Sulieman Ibraheem Shelash
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Bolton, Ruth N.
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Bonfanti, Angelo
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Jang, Soocheong
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Jha, Subhash
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Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
103
The journal of services marketing
96
The service industries journal
74
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
50
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
Cogent business & management
29
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
Journal of the Academy of Marketing Science
22
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Marketing intelligence & planning
20
Total quality management & business excellence
20
International journal of services, economics and management
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
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Psychology & marketing
18
International journal of quality & reliability management
17
Journal of marketing
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of service theory and practice : JSTP
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European journal of marketing : EJM
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Journal of Asian finance, economics and business : JAFEB
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Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
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ECONIS (ZBW)
3,548
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301
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301
Modeling customer experience with public sector smartphone apps : a mixed methods study in the UAE
AlJanahi, Alia
;
Parahoo, Sanjai Kumar
- In:
International review on public and non-profit marketing
20
(
2023
)
4
,
pp. 813-827
Persistent link: https://www.econbiz.de/10014437256
Saved in:
302
Airline satisfaction and loyalty : assessing the influence of personality, trust and service quality
Leon, Steven
;
Dixon, Sonoma
- In:
Journal of air transport management
113
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014437736
Saved in:
303
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:
304
Impact of e-trustmark reputation on customer loyalty and online purchase intentions: empirical evidence from an emerging country
Quan Hong Nguyen
;
Tho Thi Anh Nguyen
;
Linh Thuy Nguyen
; …
- In:
International journal of electronic business : IJEB
18
(
2023
)
4
,
pp. 466-492
Persistent link: https://www.econbiz.de/10014439824
Saved in:
305
Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian
;
Xie, Lishan
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
Saved in:
306
Customer satisfaction and loyalty with online consumer reviews : factors affecting revisit intentions
Camilleri, Mark Anthony
;
Filieri, Raffaele
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-8
Persistent link: https://www.econbiz.de/10014439971
Saved in:
307
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:
308
An examination of value co-creation drivers in Ghana's hotel setting : a micro-level approach
Yeboah, Dora
;
Ibrahim, Masud
;
Agyapong, Kingsley
- In:
Journal of hospitality and tourism insights
6
(
2023
)
5
,
pp. 1840-1859
Persistent link: https://www.econbiz.de/10014445456
Saved in:
309
Revealing the factors of re-patronage intention : true behavioral insights in hotel customers
Badar, Sarah (Imran)
;
Waheed, Ajmal
- In:
Journal of hospitality and tourism insights
6
(
2023
)
5
,
pp. 2317-2338
Persistent link: https://www.econbiz.de/10014446372
Saved in:
310
The role of customer orientation in creating customer value in fast-food restaurants
Helal, Mohamed Youssef Ibrahim
- In:
Journal of hospitality and tourism insights
6
(
2023
)
5
,
pp. 2359-2381
Persistent link: https://www.econbiz.de/10014446374
Saved in:
311
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.
;
Lindsey-Hall, Kristina K.
;
Kepes, Sven
; …
- In:
Journal of service management
34
(
2023
)
5
,
pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Saved in:
312
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
313
Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites
Souki, Gustavo Quiroga
;
Oliveira, Alessandro Silva de
; …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2255-2281
Persistent link: https://www.econbiz.de/10014457640
Saved in:
314
Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty
Venkatakrishnan, Jeeva
;
Alagiriswamy, Ravikumar
; …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2455-2484
Persistent link: https://www.econbiz.de/10014457817
Saved in:
315
Customer lifetime value : the effect of relational benefits, brand experiences, quality, satisfaction, trust and commitment in the fast-food restaurants
Dandis, Ala' Omar
;
Al Haj Eid, Mohammad Badi’
; …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2526-2546
Persistent link: https://www.econbiz.de/10014458533
Saved in:
316
Does pickup service quality explain buy online pickup in-store service user's citizenship behavior? : moderating role of product categories and gender
Natarajan, Thamaraiselvan
;
Ramanan, Deepak V.
;
Jayapal, …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2547-2571
Persistent link: https://www.econbiz.de/10014458534
Saved in:
317
Staging personalization : a service design perspective
Lei, Soey Sut Ieng
;
Wang, Dan
- In:
Tourism analysis : an interdisciplinary tourism & …
28
(
2023
)
3
,
pp. 439-453
Persistent link: https://www.econbiz.de/10014423491
Saved in:
318
Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures
Yao, Qi
;
Kuai, Ling
;
Jiang, Lan
- In:
Journal of research in interactive marketing : …
17
(
2023
)
5
,
pp. 734-753
Persistent link: https://www.econbiz.de/10014428169
Saved in:
319
Can perceived coolness enhance memorable customer experience? : the role of customer engagement
Tsaur, Sheng-Hshiung
;
Teng, Hsiu-Yu
;
Han, Tien-Cheng
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
12
,
pp. 4468-4485
Persistent link: https://www.econbiz.de/10014430129
Saved in:
320
Supply chain strategy of adopting blockchain in post-sale customer care outsourcing in a competitive environment
Ullah, Azmat
;
Xu, Qingyun
;
He, Yi
;
Lev, Benjamin
- In:
International journal of production research
61
(
2023
)
20
,
pp. 7122-7150
Persistent link: https://www.econbiz.de/10014383284
Saved in:
321
Service innovation and delivery as antecedents of satisfaction and loyalty : a study of Indian retail banking
Bhat, Ishfaq Hussain
- In:
International journal of business and globalisation : IJBG
35
(
2023
)
1/2
,
pp. 107-118
Persistent link: https://www.econbiz.de/10014388735
Saved in:
322
Exploring quick commerce service experience : a moderated mediated investigation using SEM and fsQCA
Kapoor, Ashwarya
;
Sindwani, Rajiv
;
Goel, Manisha
- In:
Total quality management & business excellence
34
(
2023
)
13/14
,
pp. 1896-1919
Persistent link: https://www.econbiz.de/10014369734
Saved in:
323
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:
324
Effects of augmented reality technology characteristics on customer citizenship behavior
Gong, Taeshik
;
Park, Jungkun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014371721
Saved in:
325
Gracefully yours : would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?
Dogerlioglu-Demir, Kivilcim
;
Ng, Andy H.
;
Koçaş, Cenk
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014372547
Saved in:
326
The effects of app-related factors on app stickiness : the role of cognitive and emotional app relationship quality
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
El Hedhli, Kamel
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014372634
Saved in:
327
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
328
Is online-to-offline customer care support essential for consumer service?
Sarkar, Biswajit
;
Dey, Bikash Koli
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-29
Persistent link: https://www.econbiz.de/10014373304
Saved in:
329
Quality aspects vs consumption values : what affects intention to book hotels in the post-Covid era?
Ray, Arghya
;
Gupta, Siddharth
;
Rana, Nripendra P.
- In:
Quality management journal : QMJ
30
(
2023
)
4
,
pp. 225-243
Persistent link: https://www.econbiz.de/10014373755
Saved in:
330
New platform and new excitement? : exploring young educated sport customers' perceptions of watching live sports on OTT services
Xu, Maowei
;
Li, Bo
;
Scott, Olan K. M.
;
Wang, Jerred Junqi
- In:
International journal of sports marketing & sponsorship
24
(
2023
)
4
,
pp. 682-699
Persistent link: https://www.econbiz.de/10014377667
Saved in:
331
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
332
Customer responses to service providers' touch : a meta-analysis
Saleh, Amin
;
Zmich, Louis J.
;
Babin, Barry J.
;
Darrat, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014380328
Saved in:
333
A public organization provided a poor service : is there anything they can do to make it right with the citizen?
Caillier, James Gerard
- In:
Public performance & management review
46
(
2023
)
6
,
pp. 1469-1501
Persistent link: https://www.econbiz.de/10014414145
Saved in:
334
The nexus among mobile-app quality (M-app-QUAL), brand relationship, brand advocacy, and brand equity in the retail industry
Chowdhury, Fairuz
;
Swaminathan, Srinivasan
- In:
Services marketing quarterly
44
(
2023
)
4
,
pp. 277-308
Persistent link: https://www.econbiz.de/10014418062
Saved in:
335
Community orientation : an overlooked pillar of market-oriented higher education institutions
El Alfy, Shahira
- In:
Journal of marketing for higher education
33
(
2023
)
2
,
pp. 182-204
Persistent link: https://www.econbiz.de/10014419291
Saved in:
336
Manufacturer's quality improvement and retailer's In-store service in the presence of customer returns
Guo, Xiongfei
;
Chen, Jing
- In:
Transportation research / E : an international journal
177
(
2023
),
pp. 1-22
Persistent link: https://www.econbiz.de/10014419329
Saved in:
337
Customer experiences in the era of artificial intelligence (AI) in context to FinTech : a fuzzy AHP approach
Arora, Anchal
;
Gupta, Sanjay
;
Devi, Chandrika
;
Walia, Nidhi
- In:
Benchmarking : an international journal
30
(
2023
)
10
,
pp. 4342-4369
Persistent link: https://www.econbiz.de/10014502538
Saved in:
338
Effect of innovation practices of banks on customer loyalty : an SEM-ANN approach
Tiwari, Pankaj
- In:
Benchmarking : an international journal
30
(
2023
)
10
,
pp. 4536-4568
Persistent link: https://www.econbiz.de/10014502549
Saved in:
339
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
340
Employees' proactive customer service performance in hospitality : impacts of customer mistreatment and team performance pressure
Jiang, Jing
;
Yuan, Yuan
;
Dong, Yanan
;
Dong, Huijuan
- In:
Tourism review
78
(
2023
)
6
,
pp. 1414-1432
Persistent link: https://www.econbiz.de/10014511717
Saved in:
341
Airline brand image, passenger perceived value and loyalty towards full-service and low-cost carriers
Fu, Yan-Kai
- In:
Tourism review
78
(
2023
)
6
,
pp. 1433-1451
Persistent link: https://www.econbiz.de/10014511720
Saved in:
342
On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior : moderating role of customer intimacy
Garrouch, Karim
;
Ghali, Zohra
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014363976
Saved in:
343
Multidimensional value of customers' mobile service experiences in the food service context
Kwon, Jookyung
;
Yu, Hoyeol
;
Ahn, Jiseon
- In:
Journal of hospitality and tourism insights
6
(
2023
)
2
,
pp. 912-927
Persistent link: https://www.econbiz.de/10014363988
Saved in:
344
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
345
Convergence of quality and productivity in start-up enterprises : analysis of divergent value perspectives
Rajagopal
;
Rajagopal, Ananya
- In:
International journal of productivity and quality …
40
(
2023
)
1
,
pp. 55-79
Persistent link: https://www.econbiz.de/10014364199
Saved in:
346
A quality-based customer service system approach
Leão, Nilson Cibério de Araújo
;
Melo, Fagner José …
- In:
International journal of services and operations …
45
(
2023
)
4
,
pp. 484-513
Persistent link: https://www.econbiz.de/10014364435
Saved in:
347
Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction : an explanation from temporal and conversational cues
Xu, Ying
;
Niu, Nan
;
Zhao, Zixiang
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014364474
Saved in:
348
Estimating travellers' value when purchasing auxiliary services in the airline industry based on the RFM model
Chen, Yanhong
;
Liu, Luning
;
Dequan, Zheng
;
Li, Bin
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014364543
Saved in:
349
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
350
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
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