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Dienstleistungsqualität
182
Service quality
182
Customer satisfaction
104
Kundenzufriedenheit
104
Beziehungsmarketing
61
Consumer behaviour
61
Konsumentenverhalten
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Relationship marketing
61
Quality management
23
Qualitätsmanagement
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21
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Service industry
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Customer service
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Kundenservice
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service quality
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Krankenhaus
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Satisfaction
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customer satisfaction
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Le Nguyen Hau
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Lee, Donhee
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Norzalita Abd Aziz
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To, W. M.
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Service business
International journal of services, economics and management
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
112
International journal of quality and service sciences
109
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
Cogent business & management
88
Discussion paper series / IZA
88
Economics of education review
79
Managing service quality : MSQ ; an international journal
76
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
62
The international journal of bank marketing : IJBM
58
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ECONIS (ZBW)
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1
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:
2
Exploring the antecedents of customers' willingness to use service robots in restaurants
Molinillo, Sebastian
;
Rejón-Guardia, Francisco
; …
- In:
Service business
17
(
2023
)
1
,
pp. 167-193
Persistent link: https://www.econbiz.de/10014282886
Saved in:
3
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
4
Predicting delays in service operations
Schéele, Fabian von
;
Haftor, Darek M.
;
Pashkevich, Natallia
- In:
Service business
16
(
2022
)
2
,
pp. 211-226
Persistent link: https://www.econbiz.de/10013273610
Saved in:
5
A comparative analysis of contactless e-service encounters in online platforms
Lee, Sang M.
;
Hong, Soon Goo
;
Lee, Donhee
- In:
Service business
18
(
2024
)
1
,
pp. 1-26
Persistent link: https://www.econbiz.de/10014504707
Saved in:
6
Factors influencing the adoption of mobile app during the COVID-19 pandemic
Lee, Tag
;
Wong, Amy
- In:
International journal of services, economics and management
14
(
2023
)
4
,
pp. 376-395
Persistent link: https://www.econbiz.de/10014430136
Saved in:
7
Exploring robot service quality priorities for different levels of intimacy with service
Chiang, Ai-Hsuan
;
Chou, Szu-Yu
- In:
Service business
17
(
2023
)
4
,
pp. 913-935
Persistent link: https://www.econbiz.de/10014504669
Saved in:
8
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:
9
Customer satisfaction, behavioural and pay more intentions : a study on Indian Dhabas (roadside full-service restaurants)
Kumar, Pankaj
;
Ahlawat, Pardeep K.
;
Kumar, Parveen
; …
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10014311176
Saved in:
10
Influence of personalisation and hedonic motivation on repurchase intention : the mediating role of customer experience and loyalty
Bakhshandeh, Ghasem
;
Sharifi, Sajad
;
Rezaei, Sayed Mohammad
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 42-57
Persistent link: https://www.econbiz.de/10014311179
Saved in:
11
Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP
Saghih, Amir Mohammad Fakoor
;
Bidokhti, Bahare Sabzevari
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 108-132
Persistent link: https://www.econbiz.de/10014311183
Saved in:
12
Examining the trends in citizen satisfaction towards e-government services in United Arab Emirates : a structural equation modelling approach
Alblooshi, Tareq
;
Azli, Moer
;
Hilmi, Mohd Faiz
; …
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 58-77
Persistent link: https://www.econbiz.de/10014311188
Saved in:
13
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
14
Investigation of the effect of physical evidence and word of mouth on customer satisfaction and purchase intention in professional services
Atılgan, Kalender Özcan
;
Koç, Özge
- In:
International journal of services, economics and management
14
(
2023
)
3
,
pp. 249-269
Persistent link: https://www.econbiz.de/10014311693
Saved in:
15
Service quality determiners in higher education : the student's perspective
Pekkaya, Mehmet
;
Pulat, Öznur
;
Zeydan, İlknur
- In:
International journal of services, economics and management
14
(
2023
)
3
,
pp. 270-300
Persistent link: https://www.econbiz.de/10014311694
Saved in:
16
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:
17
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:
18
Enabling customer co-creation behavior at a distance : the case of patients using self-monitoring handheld devices in healthcare
Le Nguyen Hau
;
Pham Ngoc Thuy
- In:
Service business
16
(
2022
)
1
,
pp. 99-123
Persistent link: https://www.econbiz.de/10013172567
Saved in:
19
The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation : a dyadic approach
Nguyen Hong Phuoc
;
Le Nguyen Hau
;
Pham Ngoc Thuy
- In:
Service business
16
(
2022
)
1
,
pp. 159-186
Persistent link: https://www.econbiz.de/10013172571
Saved in:
20
B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context
Teixeira, Rafael
;
Przyczynski, Renato
;
Shockley, Jeff
- In:
Service business
16
(
2022
)
3
,
pp. 645-679
Persistent link: https://www.econbiz.de/10013459477
Saved in:
21
Core Chinese cultural values : perceived justice and post-recovery satisfaction in higher education services
Lee, Joseph Lok-Man
;
Cheng, Calvin Wah-On
;
Liu, Vanessa …
- In:
Service business
16
(
2022
)
3
,
pp. 743-770
Persistent link: https://www.econbiz.de/10013459485
Saved in:
22
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:
23
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:
24
Determinant effects on attitude formation and revisit intention among mainland Chinese tourists : the case of Malaysia
Norzalita Abd Aziz
;
Long, Fei
;
Habibi, Alireza
- In:
International journal of services, economics and management
13
(
2022
)
2
,
pp. 108-130
Persistent link: https://www.econbiz.de/10013257724
Saved in:
25
'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw
;
Chuah, Stephanie Hui-wen
;
Fazli, S. …
- In:
International journal of services, economics and management
13
(
2022
)
3
,
pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
Saved in:
26
How service design can improve the patient experience
Rego, Sofia
;
Pereira, Leandro
;
Dias, Álvaro Lopes
; …
- In:
International journal of services, economics and management
13
(
2022
)
4
,
pp. 410-449
Persistent link: https://www.econbiz.de/10013552729
Saved in:
27
Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario : evidence from the hotel industry in quarantine
Wang, Kuo-Yan
;
Ma, Mu-Lan
;
Yu, Jing
- In:
Service business
15
(
2021
)
2
,
pp. 335-368
Persistent link: https://www.econbiz.de/10012582271
Saved in:
28
A disaggregated approach to establishing the antecedents and outcome of relationship quality in the South African banking industry
Mostert, Pierre
;
Theron, Eksteen
;
Kruger, Jack
- In:
International journal of services, economics and management
12
(
2021
)
4
,
pp. 317-337
Persistent link: https://www.econbiz.de/10012800833
Saved in:
29
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:
30
The privacy victim experience of SoLoMo services : impact on trust, service quality, and privacy concerns
Yang, Heng-Li
;
Lin, Ren-Xiang
- In:
Service business
15
(
2021
)
4
,
pp. 725-755
Persistent link: https://www.econbiz.de/10012794121
Saved in:
31
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:
32
Service production in high captivity service firms
Ergene, Erim
;
Skaggs, Bruce
;
Echeveste, Inigo
- In:
Service business
15
(
2021
)
1
,
pp. 19-43
Persistent link: https://www.econbiz.de/10012489176
Saved in:
33
The role of customers in the gig economy : how perceptions of working conditions and service quality influence the use and recommendation of food delivery services
Belanche, Daniel
;
Casaló, Luis V.
;
Flavián Blanco, Carlos
- In:
Service business
15
(
2021
)
1
,
pp. 45-75
Persistent link: https://www.econbiz.de/10012489178
Saved in:
34
Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons : the moderating role of pleasure-arousal-dominance emot...
Kampani, Nidhi
;
Jhamb, Deepika
- In:
International journal of services, economics and management
12
(
2021
)
2
,
pp. 164-184
Persistent link: https://www.econbiz.de/10012613739
Saved in:
35
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:
36
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:
37
Tourist expectations and perception of service providers : a Brazilian perspective
Lima, Mariana Marques de
;
Mainardes, Emerson Wagner
; …
- In:
Service business
14
(
2020
)
1
,
pp. 131-166
Persistent link: https://www.econbiz.de/10012172773
Saved in:
38
The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysi...
Li, Shimiao
- In:
International journal of services, economics and management
11
(
2020
)
1
,
pp. 48-70
Persistent link: https://www.econbiz.de/10012256814
Saved in:
39
Exploring service quality combining Kano model and importance-performance analysis : customer satisfaction of luxury housing service management
Wu, Tai-Hsi
;
Weng, Shao-Jen
;
Pan, Ruei-Bin
;
Kim, Seung-Hwan
- In:
International journal of services, economics and management
11
(
2020
)
1
,
pp. 71-95
Persistent link: https://www.econbiz.de/10012256818
Saved in:
40
Validation of customers' perceived e-service quality determinants : a confirmatory factor analysis approach
Bhati, Narender Singh
- In:
International journal of services, economics and management
11
(
2020
)
2
,
pp. 97-118
Persistent link: https://www.econbiz.de/10012285562
Saved in:
41
Assessing after-sales services quality : integrated SERVQUAL and fuzzy Kano's model
Golrizgashti, Seyedehfatemeh
;
Hejaz, Amir Razavi
; …
- In:
International journal of services, economics and management
11
(
2020
)
2
,
pp. 137-166
Persistent link: https://www.econbiz.de/10012285568
Saved in:
42
Identification, ranking and clustering of electronic banking services based on customer satisfaction : case study in bank industry
Jouzdani, Javid
;
Shirouyehzad, Hadi
;
Maaroufi, Niloufar
; …
- In:
International journal of services, economics and management
11
(
2020
)
2
,
pp. 167-190
Persistent link: https://www.econbiz.de/10012285571
Saved in:
43
Customers' acceptance intention of self-service technology of restaurant industry : expanding UTAUT with perceived risk and innovativeness
Jeon, Hyeon Mo
;
Sung, Hye Jin
;
Kim, Hyun Young
- In:
Service business
14
(
2020
)
4
,
pp. 533-551
Persistent link: https://www.econbiz.de/10012417970
Saved in:
44
What determines customers' loyalty towards telecommunication service? : mediating roles of satisfaction and trust
Hiram Ting
;
Tan, Kim-Lim
;
Lim, Xin-Jean
;
Cheah, Jun-Hwa
; …
- In:
International journal of services, economics and management
11
(
2020
)
3
,
pp. 234-255
Persistent link: https://www.econbiz.de/10012522608
Saved in:
45
Examining customers' perception of electronic shopping mall's e-service quality
Li, Xin Tong
;
Abdul Rahman
;
Connie, Gan
;
Osman, Zahir
- In:
International journal of services, economics and management
11
(
2020
)
4
,
pp. 329-346
Persistent link: https://www.econbiz.de/10012522624
Saved in:
46
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:
47
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:
48
Mindful co-creation of transformative service for better well-being
Mai Thi My‑Quyen
;
Le Nguyen Hau
;
Pham Ngoc Thuy
- In:
Service business
14
(
2020
)
3
,
pp. 413-437
Persistent link: https://www.econbiz.de/10012304287
Saved in:
49
Impacts of service robots on service quality
Chiang, Ai-Hsuan
;
Trimi, Silvana
- In:
Service business
14
(
2020
)
3
,
pp. 439-459
Persistent link: https://www.econbiz.de/10012304296
Saved in:
50
Does haste always make waste? : service quantity, service quality, and incentives in speed-intensive service firms
Song, Chanhoo
;
Jang, Sungha
;
Johnson, Jennifer Wiggins
; …
- In:
Service business
13
(
2019
)
2
,
pp. 289-304
Persistent link: https://www.econbiz.de/10012124322
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