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person:"Edvardsson, Bo"
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Search: subject_exact:"Service quality"
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Dienstleistungsqualität
24
Service quality
24
Customer satisfaction
9
Kundenzufriedenheit
9
Beziehungsmarketing
8
Relationship marketing
8
Beschwerdemanagement
7
Complaint management
7
Betriebliche Wertschöpfung
5
Consumer behaviour
5
Customer service
5
Dienstleistung
5
Konsumentenverhalten
5
Kundenservice
5
Schweden
5
Services
5
Sweden
5
Value creation
5
Customer integration
4
Dienstleistungssektor
4
Kundenintegration
4
Service industry
4
Gastronomie
3
Restaurant industry
3
Service-Dominant Logic
3
Service-dominant logic
3
Customer experience
2
Customer value
2
Dienstleistungsinnovation
2
Dienstleistungsmanagement
2
Emotion
2
Forschung
2
Industrie
2
Innovation
2
Innovation management
2
Innovationsmanagement
2
Justice theory
2
Kundenwert
2
Lieferantenmanagement
2
Manufacturing industries
2
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Undetermined
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Article
23
Book / Working Paper
1
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Article in journal
22
Aufsatz in Zeitschrift
22
Aufsatz im Buch
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1
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English
24
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Edvardsson, Bo
Siciliani, Luigi
73
Propper, Carol
52
Bruhn, Manfred
49
Straume, Odd Rune
49
Hanushek, Eric Alan
45
Rivkin, Steven G.
43
Han, Heesup
42
Prybutok, Victor R.
41
Mattila, Anna S.
40
Gravelle, Hugh
35
Brekke, Kurt R.
34
Prentice, Catherine
33
McColl-Kennedy, Janet R.
29
Pathak, Parag A.
29
Shahin, Arash
29
Hanushek, Eric A.
28
Staiger, Douglas
28
Rockoff, Jonah E.
27
Usman, Osly
27
Figlio, David N.
26
Sharma, Piyush
26
Kane, Thomas J.
24
Van Reenen, John
23
Knechel, W. Robert
22
Gaynor, Martin
21
Grabowski, David C.
21
Gruber, Jonathan
21
Li, Chan
21
Sparks, Beverley
21
Zhang, Min
21
Das, Jishnu
20
Kain, John F.
20
Balaji, M. S.
19
Michas, Paul N.
19
Stauss, Bernd
19
Wirtz, Jochen
19
Wong, IpKin Anthony
19
Benkenstein, Martin
18
Chi, Wuchun
18
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QUIS <13, 2013, Karlstad>
1
Published in...
All
Journal of service management
7
International journal of quality and service sciences
3
Managing service quality : MSQ ; an international journal
3
The journal of services marketing
2
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service research
1
Marketing letters : a journal of research in marketing
1
Scandinavian journal of management
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
The service industries journal
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
24
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24
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24
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Service ecosystem design : propositions, process model, and future research agenda
Vink, Josina
;
Koskela-Huotari, Kaisa
;
Tronvoll, Bård
; …
- In:
Journal of service research
24
(
2021
)
2
,
pp. 168-186
Persistent link: https://www.econbiz.de/10012522519
Saved in:
3
Learning from the pioneering founders of the service research field
Bowen, David E.
;
Fisk, Raymond P.
;
Bateson, John E. G.
; …
- In:
Journal of service management
34
(
2023
)
4
,
pp. 605-630
Persistent link: https://www.econbiz.de/10014338196
Saved in:
4
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
5
Determinants of services co-creation with business customers
Jouny-Rivier, Elodie
;
Reynoso, Javier
;
Edvardsson, Bo
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 85-103
Persistent link: https://www.econbiz.de/10011654583
Saved in:
6
Linking service design to value creation and service research
Andreassen, Tor Wallin
;
Kristensson, Per
;
Lervik-Olsen, Line
- In:
Journal of service management
27
(
2016
)
1
,
pp. 21-29
Persistent link: https://www.econbiz.de/10011482091
Saved in:
7
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
8
The International Research Symposium on Service Excellence in Management (QUIS)
Edvardsson, Bo
(
contributor
)
-
2014
Persistent link: https://www.econbiz.de/10010405229
Saved in:
9
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
10
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
11
Role of resource integration in adoption of medical tourism service
Rajagopal, Saisudha
;
Guo, Lei
;
Edvardsson, Bo
- In:
International journal of quality and service sciences
5
(
2013
)
3
,
pp. 332-336
Persistent link: https://www.econbiz.de/10010127400
Saved in:
12
Measuring service experience : applying the satisfaction with travel scale in public transport
Olsson, Lars E.
;
Friman, Margareta
;
Pareigis, Jörg
; …
- In:
Journal of retailing and consumer services
19
(
2012
)
4
,
pp. 413-418
Persistent link: https://www.econbiz.de/10009571283
Saved in:
13
The physical environment as a driver of customers' service experiences at restaurants
Walter, Ute
;
Edvardsson, Bo
- In:
International journal of quality and service sciences
4
(
2012
)
2
,
pp. 104-119
Persistent link: https://www.econbiz.de/10009573208
Saved in:
14
Exploring internal mechanisms forming customer servicescape experiences
Pareigis, Jörg
;
Echeverri, Per
;
Edvardsson, Bo
- In:
Journal of service management
23
(
2012
)
5
,
pp. 677-695
Persistent link: https://www.econbiz.de/10009666543
Saved in:
15
A capability perspective on service business development in small and medium-sized suppliers
Gebauer, Heiko
;
Paiola, Marco
;
Edvardsson, Bo
- In:
Scandinavian journal of management
28
(
2012
)
4
,
pp. 321-339
Persistent link: https://www.econbiz.de/10009655522
Saved in:
16
The service excellence and innovation model : lessons from IKEA and other service frontiers
Edvardsson, Bo
;
Enquist, Bo
- In:
Total quality management & business excellence : an …
22
(
2011
)
5
,
pp. 535-551
Persistent link: https://www.econbiz.de/10009243166
Saved in:
17
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
18
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
19
Exploring the role of the service environment in forming customer's service experience
Pareigis, Jörg
;
Edvardsson, Bo
;
Enquist, Bo
- In:
International journal of quality and service sciences
3
(
2011
)
1
,
pp. 110-124
Persistent link: https://www.econbiz.de/10009012257
Saved in:
20
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander
;
Svensson, Göran
;
Slåtten, Terje
; …
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
1
,
pp. 26-45
Persistent link: https://www.econbiz.de/10003940603
Saved in:
21
Drivers of customers' service experiences : a study in the restaurant industry
Walter, Ute
;
Edvardsson, Bo
;
Öström, Åsa
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
3
,
pp. 236-258
Persistent link: https://www.econbiz.de/10003980791
Saved in:
22
The impact of service orientation in corporate culture on business performance in manufacturing companies
Gebauer, Heiko
;
Edvardsson, Bo
;
Bjurko, Margareta
- In:
Journal of service management
21
(
2010
)
2
,
pp. 237-259
Persistent link: https://www.econbiz.de/10003987104
Saved in:
23
Service quality grounded in customer experiences, affect and relationships
Edvardsson, Bo
;
Friman, Margareta
;
Roos, Inger
- In:
Service Excellence als Impulsgeber : Strategien - …
,
(pp. 271-285)
.
2007
Persistent link: https://www.econbiz.de/10003595978
Saved in:
24
Criticality of critical incidents in customer relationships
Edvardsson, Bo
;
Strandvik, Tore
- In:
Service quality and management
,
(pp. 89-110)
.
1999
Persistent link: https://www.econbiz.de/10001407684
Saved in:
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