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Beziehungsmarketing
80
Relationship marketing
80
Customer satisfaction
42
Dienstleistungsqualität
42
Kundenzufriedenheit
42
Service quality
42
Consumer behaviour
40
Konsumentenverhalten
40
Customer integration
13
Kundenintegration
13
Lieferantenmanagement
11
Satisfaction
11
Supplier relationship management
11
Beschwerdemanagement
10
Complaint management
10
Emotion
9
Betriebliche Wertschöpfung
8
Confidence
8
Customer participation
8
Customer service
8
Kundenservice
8
Social Web
8
Social web
8
Value creation
8
Vertrauen
8
Customer loyalty
7
Customer value
7
Dienstleistungssektor
7
Kundenwert
7
Service industry
7
Einzelhandel
6
Retail trade
6
Trust
6
Arbeitsverhalten
5
Brand image
5
Brand management
5
E-commerce
5
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5
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1
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1
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80
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Le Nguyen Hau
5
Lee, Donhee
3
Pham Ngoc Thuy
3
Huang, Stephen Chi-Tsun
2
Hur, Won-Moo
2
Joo, Jaehun
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Sang M.
2
Melero-Polo, Iguácel
2
Tsai, Ching-Yi Daphne
2
Wu, Shih-Hao
2
Aa, Zanna van der
1
Abdelmaaboud, Abdelhamid K.
1
Abualqumboz, Moheeb
1
Ahn, Jinwoo
1
Alan, Alev Kocak
1
Back, Ki-Joon
1
Balaji, M. S.
1
Bali, Zsofia
1
Baptista, Cristina Sales
1
Becker, Marc
1
Bideh, Alireza Ziaei
1
Bigné Alcañiz, J. Enrique
1
Bloemer, Johanna M.
1
Cambra Fierro, Jesús J.
1
Cambra-Fierro, Jesus
1
Cambra-Fierro, Jesús
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Cambra-Fierro, Jesús J.
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Chen, Ja-Shen
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1
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1
Chen, Yu Hsin
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Chen, Yuan
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Service business
Journal of business research : JBR
650
Journal of retailing and consumer services
583
Industrial marketing management : the international journal for industrial and high-tech firms
406
International journal of hospitality management
280
SpringerLink / Bücher
258
The journal of services marketing
225
The journal of business & industrial marketing
195
The service industries journal
187
Journal of the Academy of Marketing Science
172
Journal of strategic marketing
171
International journal of electronic customer relationship management : IJECRM
143
Journal of marketing
124
International journal of contemporary hospitality management
120
Journal of travel and tourism marketing
118
Journal of service research : JSR
117
Journal of hospitality marketing & management
116
The journal of product & brand management
111
Tourism management : research, policies, practice
111
Journal of retailing
108
Asia Pacific journal of marketing and logistics
107
European Journal of Marketing
107
Marketing intelligence & planning
107
The journal of brand management : an international journal
107
Journal of service management
106
Journal of Business & Industrial Marketing
105
Cogent business & management
102
Gabler Edition Wissenschaft
102
Psychology & marketing
101
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
100
European journal of marketing : EJM
95
Services marketing quarterly
94
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
86
The international journal of bank marketing : IJBM
85
Journal of marketing management : MM
82
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
78
Journal of Services Marketing
77
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
76
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
74
The international review of retail, distribution and consumer research
74
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ECONIS (ZBW)
80
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1
The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior
Tomazelli, Joana Boesche
;
Rohden, Simoni F.
;
Espartel, …
- In:
Service business
18
(
2024
)
1
,
pp. 133-159
Persistent link: https://www.econbiz.de/10014504746
Saved in:
2
Towards becoming a service-dominant enterprise : an actor engagement perspective
Chou, Hsin-Hui
;
Huang, Chao-Chin
;
Tu, Pei-Yun
- In:
Service business
17
(
2023
)
2
,
pp. 607-632
Persistent link: https://www.econbiz.de/10014333845
Saved in:
3
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
Saved in:
4
Are customer star ratings and sentiments aligned? : a deep learning study of the customer service experience in tourism destinations
Bigné Alcañiz, J. Enrique
;
Ruiz Mafe, Carla
; …
- In:
Service business
17
(
2023
)
1
,
pp. 281-314
Persistent link: https://www.econbiz.de/10014282967
Saved in:
5
Doing good for good : how does corporate social responsibility drive customer citizenship behavior? : the mediation of engagement, trust, and identification
Wu, Shih-Hao
;
Huang, Stephen Chi-Tsun
;
Tsai, Ching-Yi Daphne
- In:
Service business
17
(
2023
)
4
,
pp. 937-962
Persistent link: https://www.econbiz.de/10014504674
Saved in:
6
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:
7
The effect of subscription relational bond on customer engagement and stickiness in podcast : the moderating role of social connectedness
Chen, Yu Hsin
;
Keng, Ching-Jui
- In:
Service business
17
(
2023
)
3
,
pp. 723-745
Persistent link: https://www.econbiz.de/10014333856
Saved in:
8
O2O switching determinants and successful drivers in omnichannel retailing services
Wu, Pei-Ju
- In:
Service business
17
(
2023
)
3
,
pp. 771-788
Persistent link: https://www.econbiz.de/10014333861
Saved in:
9
Impacts of customer incivility and abusive supervision on employee performance : a comparative study of the pre- and post-COVID-19 periods
Shin, Yuhyung
;
Hur, Won-Moo
;
Hwang, Hansol
- In:
Service business
16
(
2022
)
2
,
pp. 309-330
Persistent link: https://www.econbiz.de/10013273619
Saved in:
10
Lifelong good soldiers of higher education institutions : driving factors and obstructions of alumni loyalty
Wu, Shih-Hao
;
Huang, Stephen Chi-Tsun
;
Tsai, Ching-Yi Daphne
- In:
Service business
16
(
2022
)
2
,
pp. 331-357
Persistent link: https://www.econbiz.de/10013273621
Saved in:
11
Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance
Lee, Sang M.
;
Lee, Donhee
- In:
Service business
16
(
2022
)
1
,
pp. 1-28
Persistent link: https://www.econbiz.de/10013172545
Saved in:
12
Dual focus : service-product orientation to manage the change paradox following servitization strategy
Zighan, Saad
;
Abualqumboz, Moheeb
- In:
Service business
16
(
2022
)
1
,
pp. 29-55
Persistent link: https://www.econbiz.de/10013172548
Saved in:
13
COVID-19 preventive measures and restaurant customers’ intention to dine out : the role of brand trust and perceived risk
Wei, Chunhao
;
Chen, Han
;
Lee, Yee Ming
- In:
Service business
16
(
2022
)
3
,
pp. 581-600
Persistent link: https://www.econbiz.de/10013459464
Saved in:
14
Buyer-supplier interactions in business services : variety in relational interfaces
Baptista, Cristina Sales
;
Mota, João
;
Santos, Jose Novais
- In:
Service business
16
(
2022
)
3
,
pp. 621-643
Persistent link: https://www.econbiz.de/10013459474
Saved in:
15
The quality of physical-electronic hybrid services and its impact on customer loyalty
Shen, Pengyi
;
Ma, Zecong
- In:
Service business
16
(
2022
)
4
,
pp. 1065-1080
Persistent link: https://www.econbiz.de/10013459532
Saved in:
16
Company websites and mobile apps versus social media : which service experience creates more customer value for online travel agencies?
Chen, Ja-Shen
;
Kamalanon, Piyanoot
;
Janupiboon, Thanyamai P.
- In:
Service business
16
(
2022
)
4
,
pp. 1081-1110
Persistent link: https://www.econbiz.de/10013459534
Saved in:
17
The thirty-year evolution of customer-to-customer interaction research : a systematic literature review and research implications
Nguyen Bac Nguyen
;
Menezes, João Carlos Rosmaninho
- In:
Service business
15
(
2021
)
3
,
pp. 391-444
Persistent link: https://www.econbiz.de/10012620087
Saved in:
18
Customer-based brand equity and customer engagement in experiential services : insights from an emerging economy
Cambra-Fierro, Jesús J.
;
Fuentes-Blasco, María
; …
- In:
Service business
15
(
2021
)
3
,
pp. 467-491
Persistent link: https://www.econbiz.de/10012620100
Saved in:
19
Transforming customer brand engagement to co-creation value through participation energy and effort
Mai Thi My‑Quyen
;
Le Nguyen Hau
- In:
Service business
15
(
2021
)
3
,
pp. 493-514
Persistent link: https://www.econbiz.de/10012620105
Saved in:
20
Impact of managerial control on the relationship between customer incivility and frontline employees' up-selling behavior
Hur, Won-Moo
;
Moon, Tae Won
;
Kim, Minsung
- In:
Service business
15
(
2021
)
4
,
pp. 639-665
Persistent link: https://www.econbiz.de/10012794103
Saved in:
21
Technology- or human-related service innovation? : enhancing customer satisfaction, delight, and loyalty in the hospitality industry
Tai, Yang-Fei
;
Wang, Yi-Chieh
;
Luo, Ching-Ching
- In:
Service business
15
(
2021
)
4
,
pp. 667-694
Persistent link: https://www.econbiz.de/10012794106
Saved in:
22
Understanding customer-centric socialization in tourism services
Yen, HsiuJu Rebecca
;
Hoa Pham Thi
;
Li, Eldon Yu-zen
- In:
Service business
15
(
2021
)
4
,
pp. 695-723
Persistent link: https://www.econbiz.de/10012794110
Saved in:
23
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
24
Critical success factors in the sharing economy : a customer perspective
Huang, Shiu-Li
;
Kuo, Ming-Yen
- In:
Service business
14
(
2020
)
4
,
pp. 553-576
Persistent link: https://www.econbiz.de/10012417971
Saved in:
25
Overcompensation as a service recovery strategy : the financial aspect of customers' extra effort
Kenesei, Zsófia
;
Bali, Zsofia
- In:
Service business
14
(
2020
)
2
,
pp. 187-216
Persistent link: https://www.econbiz.de/10012304224
Saved in:
26
Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng
;
Zhang, Shengliang
;
Li, Xiaodong
;
Chen, Yuan
- In:
Service business
14
(
2020
)
2
,
pp. 217-240
Persistent link: https://www.econbiz.de/10012304231
Saved in:
27
Customers' psychological ownership toward the third place
Joo, Jaehun
- In:
Service business
14
(
2020
)
3
,
pp. 333-360
Persistent link: https://www.econbiz.de/10012304261
Saved in:
28
"Untact" : a new customer service strategy in the digital age
Lee, Sang M.
;
Lee, Donhee
- In:
Service business
14
(
2020
)
1
,
pp. 1-22
Persistent link: https://www.econbiz.de/10012172751
Saved in:
29
Service quality in blood donation : satisfaction, trust and loyalty
Melián-Alzola, Lucía
;
Martín-Santana, Josefa D.
- In:
Service business
14
(
2020
)
1
,
pp. 101-129
Persistent link: https://www.econbiz.de/10012172764
Saved in:
30
Test of an integrative model of travel-related social media users' switching intentions
Kim, Taegoo
;
Karatepe, Osman M.
;
Lee, Gyehee
- In:
Service business
13
(
2019
)
2
,
pp. 339-361
Persistent link: https://www.econbiz.de/10012124325
Saved in:
31
The role of customer operant resources in health care value creation
Le Nguyen Hau
- In:
Service business
13
(
2019
)
3
,
pp. 457-478
Persistent link: https://www.econbiz.de/10012124352
Saved in:
32
Motivation triggers for customer participation in value co-creation
Palma, Freida C.
;
Trimi, Silvana
;
Hong, Soon Goo
- In:
Service business
13
(
2019
)
3
,
pp. 557-580
Persistent link: https://www.econbiz.de/10012124370
Saved in:
33
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
34
A peer-to-peer (P2P) platform business model : the case of Airbnb
Lee, Kwang-Ho
;
Kim, DongHee
- In:
Service business
13
(
2019
)
4
,
pp. 647-669
Persistent link: https://www.econbiz.de/10012124394
Saved in:
35
Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? : a multi-channel view
Hung, Shiu-Wan
;
Cheng, Min-Jhih
;
Chiu, Pei-Chun
- In:
Service business
13
(
2019
)
1
,
pp. 1-23
Persistent link: https://www.econbiz.de/10011965788
Saved in:
36
From retail innovation and image to loyalty : moderating effects of product type
Moliner Velázquez, Beatriz
;
Fuentes Blasco, Maria
; …
- In:
Service business
13
(
2019
)
1
,
pp. 199-224
Persistent link: https://www.econbiz.de/10011965894
Saved in:
37
Antecedents of customer participation in business ecosystems : evidence of customers' psychological ownership in Facebook
Joo, Jaehun
;
Marakhimov, Azizbek
- In:
Service business
12
(
2018
)
1
,
pp. 1-23
Persistent link: https://www.econbiz.de/10011915021
Saved in:
38
Alleviating job stress to improve service employee work affect : the influence of rewarding
Elmadağ Baş, Ayşe Banu
;
Ellinger, Alexander E.
- In:
Service business
12
(
2018
)
1
,
pp. 121-141
Persistent link: https://www.econbiz.de/10011915029
Saved in:
39
The effect of service providers' facial hair on restaurant customers' perceptions
Kim, Sung-Bum
;
Lee, Seunghwan
;
Kim, Dae-Young
- In:
Service business
12
(
2018
)
2
,
pp. 277-303
Persistent link: https://www.econbiz.de/10011915053
Saved in:
40
How to explain service failure? : impacts of justifications
Chen, WeiWei
;
Lee, Hsiao-Ching
- In:
Service business
12
(
2018
)
2
,
pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
Saved in:
41
Consumer psychological reactance to coalition loyalty program : price-consciousness as a moderator
Chang, Hsin Hsin
;
Wong, Kit Hong
- In:
Service business
12
(
2018
)
2
,
pp. 379-402
Persistent link: https://www.econbiz.de/10011915080
Saved in:
42
Impact of operational innovations on customer loyalty in the healthcare sector
Hong, Kwan Soo
;
Lee, Donhee
- In:
Service business
12
(
2018
)
3
,
pp. 575-600
Persistent link: https://www.econbiz.de/10011915159
Saved in:
43
Two-sided effects of customer participation : roles of relationships and social-interaction values in social services
Park, Cheol
;
Lee, Heejung
;
Jun, Jongkun
;
Lee, Thaemin
- In:
Service business
12
(
2018
)
3
,
pp. 621-640
Persistent link: https://www.econbiz.de/10011915173
Saved in:
44
Analyzing relationship quality and its contribution to consumer relationship proneness
Olavarría Jaraba, Ana
;
Cambra Fierro, Jesús J.
; …
- In:
Service business
12
(
2018
)
4
,
pp. 641-661
Persistent link: https://www.econbiz.de/10011919757
Saved in:
45
The effects of perceived value on loyalty : the moderating effect of market orientation adoption
Polo Peña, Ana Isabel
;
Frías Jamilena, Dolores María
; …
- In:
Service business
11
(
2017
)
1
,
pp. 93-116
Persistent link: https://www.econbiz.de/10011722452
Saved in:
46
Customer-to-customer interactions on customer citizenship behavior
Jung, Jin Ho
;
Yoo, Jay Jaewon
- In:
Service business
11
(
2017
)
1
,
pp. 117-139
Persistent link: https://www.econbiz.de/10011722674
Saved in:
47
Antecedents of participation in online brand communities and their purchasing behavior consequences
Mahrous, Abeer A.
;
Abdelmaaboud, Abdelhamid K.
- In:
Service business
11
(
2017
)
2
,
pp. 229-251
Persistent link: https://www.econbiz.de/10011732258
Saved in:
48
The effects of interaction behaviors of service frontliners on customer participation in the value co-creation : a study of health care service
Le Nguyen Hau
;
Pham Ngoc Tram Anh
;
Pham Ngoc Thuy
- In:
Service business
11
(
2017
)
2
,
pp. 253-277
Persistent link: https://www.econbiz.de/10011732272
Saved in:
49
Effects of customer personal characteristics on the satisfaction-loyalty link : a multi-method approach
Lee, Aejoo
;
Back, Ki-Joon
;
Park, Jungkun
- In:
Service business
11
(
2017
)
2
,
pp. 279-297
Persistent link: https://www.econbiz.de/10011732366
Saved in:
50
Value-in-context in crowdfunding ecosystems : how context frames value co-creation
José Quero, María
;
Ventura, Rafael
;
Kelleher, Carol
- In:
Service business
11
(
2017
)
2
,
pp. 405-425
Persistent link: https://www.econbiz.de/10011732388
Saved in:
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