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Dienstleistungsqualität
27
Service quality
27
Beziehungsmarketing
8
Customer satisfaction
8
Kundenzufriedenheit
8
Relationship marketing
8
Consumer behaviour
7
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Journal of marketing management : MM
International journal of hospitality management
402
Journal of retailing and consumer services
331
The service industries journal
291
Journal of business research : JBR
240
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
221
The journal of services marketing
209
Working paper / National Bureau of Economic Research, Inc.
179
NBER working paper series
176
Auditing : a journal of practice & theory
172
International journal of contemporary hospitality management
161
NBER Working Paper
160
Services marketing quarterly
140
Journal of air transport management
136
Journal of hospitality marketing & management
136
The TQM journal : the international review of organizational improvement
124
Journal of travel and tourism marketing
122
Tourism management : research, policies, practice
115
International journal of quality & reliability management
109
International journal of quality and service sciences
109
Service business
107
International journal of productivity and quality management : IJPQM
104
Journal of service research : JSR
103
International journal of services and operations management
102
Health care management review : HCM review
101
Journal of service management
94
The accounting review : a publication of the American Accounting Association
94
Total quality management & business excellence
90
Quality management journal : QMJ
89
Discussion paper series / IZA
88
Cogent business & management
85
Economics of education review
79
International Journal of Research in Business and Social Science : IJRBS
77
Managing service quality : MSQ ; an international journal
76
International journal of services, economics and management
75
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
74
Journal of health economics
73
Managerial auditing journal
67
Asia Pacific journal of marketing and logistics
62
International journal of auditing : IJA
62
Management science : journal of the Institute for Operations Research and the Management Sciences
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ECONIS (ZBW)
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1
Boundary conditions of the effect of customer coproduction : the case of service failure
Zolfagharian, Mohammadali
;
Felix, Reto
;
Braun, Jakob
- In:
Journal of marketing management : MM
34
(
2018
)
9/10
,
pp. 705-731
Persistent link: https://www.econbiz.de/10011935068
Saved in:
2
There is no dark side of customer aggression : it's all dark
Yagil, Dana
- In:
Journal of marketing management : MM
33
(
2017
)
15/16
,
pp. 1413-1420
Persistent link: https://www.econbiz.de/10011850424
Saved in:
3
Service relationships and the customer disengagement : engagement conundrum
Bowden, Jana
;
Gabbott, Mark
;
Naumann, Kay
- In:
Journal of marketing management : MM
31
(
2015
)
7/8
,
pp. 774-806
Persistent link: https://www.econbiz.de/10011309054
Saved in:
4
Interpreting value in the customer service experience using customer-dominant logic
Tynan, Caroline
;
McKechnie, Sally
;
Hartley, Stephanie
- In:
Journal of marketing management : MM
30
(
2014
)
9/10
,
pp. 1058-1081
Persistent link: https://www.econbiz.de/10010411295
Saved in:
5
Online service quality : content and process of analysis
Piercy, Niall
- In:
Journal of marketing management : MM
30
(
2014
)
7/8
,
pp. 747-785
Persistent link: https://www.econbiz.de/10010375796
Saved in:
6
Aligning employee service recovery performance with brand values : the role of brand-specific leadership
Khanyapuss Punjaisri
;
Evanschitzky, Heiner
;
Rudd, John
- In:
Journal of marketing management : MM
29
(
2013
)
9/10
,
pp. 981-1006
Persistent link: https://www.econbiz.de/10010194421
Saved in:
7
The value of knowing what customers really want : the impact of salesperson ability to read non-verbal cues of affect on service quality
Puccinelli, Nancy M.
;
Andrzejewski, Susan A.
;
Markos, Ereni
- In:
Journal of marketing management : MM
29
(
2013
)
3/4
,
pp. 356-373
Persistent link: https://www.econbiz.de/10009761873
Saved in:
8
Metaverse-retail service quality : a future framework for retail service quality in the 3D internet
Gadalla, Eman
;
Keeling, Kathy
;
Abosag, Ibrahim
- In:
Journal of marketing management : MM
29
(
2013
)
13/14
,
pp. 1493-1517
Persistent link: https://www.econbiz.de/10010230102
Saved in:
9
A critical examination of service loyalty measures
El-Manstrly, Dahlia
;
Harrison, Tina
- In:
Journal of marketing management : MM
29
(
2013
)
15/16
,
pp. 1834-1861
Persistent link: https://www.econbiz.de/10010235007
Saved in:
10
Exploring the forms of dysfunctional customer behaviour : a study of differences in servicescape and customer disaffection with service
Daunt, Kate L.
;
Harris, Lloyd C.
- In:
Journal of marketing management : MM
28
(
2012
)
1/2
,
pp. 129-153
Persistent link: https://www.econbiz.de/10009488952
Saved in:
11
The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of marketing management : MM
28
(
2012
)
9/10
,
pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
Saved in:
12
Measuring internet retail service quality using E-S-QUAL
Rafiq, Mohammed
;
Lu, Xiaoming
;
Fulford, Heather
- In:
Journal of marketing management : MM
28
(
2012
)
9/10
,
pp. 1159-1173
Persistent link: https://www.econbiz.de/10009615204
Saved in:
13
Re-examining the deployment of market orientation in the public leisure sector
Hodgkinson, Ian R.
;
Hughes, Paul
;
Hughes, Matthew
- In:
Journal of marketing management : MM
28
(
2012
)
11/12
,
pp. 1249-1269
Persistent link: https://www.econbiz.de/10009702007
Saved in:
14
Value-creation space : the role of events in a service-dominant marketing paradigm
Crowther, Philip
;
Donlan, Leah
- In:
Journal of marketing management : MM
27
(
2011
)
13/14
,
pp. 1444-1463
Persistent link: https://www.econbiz.de/10009412789
Saved in:
15
Key service drivers for high-tech service brand equity : the mediating role of overall service quality and perceived value
He, Hongwei
;
Li, Yan
- In:
Journal of marketing management : MM
27
(
2011
)
1/2
,
pp. 77-99
Persistent link: https://www.econbiz.de/10008841689
Saved in:
16
A theatrical perspective on service performance evaluation : the customer-critic approach
Harris, Kim
;
Harris, Richard
;
Elliot, Dominic
;
Baron, Steve
- In:
Journal of marketing management : MM
27
(
2011
)
5/6
,
pp. 477-502
Persistent link: https://www.econbiz.de/10009159923
Saved in:
17
Value, power, and health care services in the UK : a business-to-business services network perspective
Zolkiewski, Judy
- In:
Journal of marketing management : MM
27
(
2011
)
3/4
,
pp. 424-448
Persistent link: https://www.econbiz.de/10008990551
Saved in:
18
Virtual communities come of age : parallel service, value, and propositions offered in communal online space
Laing, Angus
;
Keeling, Debbie
;
Newholm, Terry
- In:
Journal of marketing management : MM
27
(
2011
)
3/4
,
pp. 291-315
Persistent link: https://www.econbiz.de/10008989901
Saved in:
19
Special issue: Value marketing in the health care industry
2011
Persistent link: https://www.econbiz.de/10008989922
Saved in:
20
Service recovery in higher education : does national culture play a role?
Gruber, Thorsten
;
Chowdhury, Ilma Nur
;
Reppel, Alexander E.
- In:
Journal of marketing management : MM
27
(
2011
)
11/12
,
pp. 1261-1293
Persistent link: https://www.econbiz.de/10009387528
Saved in:
21
The idiosyncratic behaviour of service quality, value, satisfaction, and intention to recommend in higher education : an empirical examination
Ledden, Lesley
;
Kalafatis, Stavros P.
;
Mathioudakis, Alex
- In:
Journal of marketing management : MM
27
(
2011
)
11/12
,
pp. 1232-1260
Persistent link: https://www.econbiz.de/10009387529
Saved in:
22
How professional service firms compete in the market: an exploratory study
Amonini, Claudia
;
McColl-Kennedy, Janet R.
;
Soutar, …
- In:
Journal of marketing management : MM
26
(
2010
)
1/2
,
pp. 28-55
Persistent link: https://www.econbiz.de/10003979622
Saved in:
23
The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time
White, Christopher J.
- In:
Journal of marketing management : MM
26
(
2010
)
5/6
,
pp. 381-394
Persistent link: https://www.econbiz.de/10003995599
Saved in:
24
Verifying alternative measures of the service-quality construct: consistence and contradictions
Andronikidis, Andreas
;
Bellou, Victoria
- In:
Journal of marketing management : MM
26
(
2010
)
5/6
,
pp. 570-587
Persistent link: https://www.econbiz.de/10003995643
Saved in:
25
Seniors' attitudes to voicing complaints : a qualitative study
Grougiou, Vassiliki
;
Pettigrew, Simone
- In:
Journal of marketing management : MM
25
(
2009
)
9/10
,
pp. 987-1001
Persistent link: https://www.econbiz.de/10003902410
Saved in:
26
Harry Potter and the service-dominant logic of marketing : a cautionary tale
Brown, Stephen
;
Patterson, Anthony
- In:
Journal of marketing management : MM
25
(
2009
)
5/6
,
pp. 519-533
Persistent link: https://www.econbiz.de/10003874158
Saved in:
27
An investigation into the mediating influence of consumer expertise on the antecedents and consequences of affect within professional service markets
Garry, Tony
- In:
Journal of marketing management : MM
23
(
2007
)
5/6
,
pp. 461-481
Persistent link: https://www.econbiz.de/10003492221
Saved in:
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