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~subject:"Beziehungsmarketing"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"International journal of quality & reliability management"
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Beziehungsmarketing
Dienstleistungsqualität
443
Service quality
443
Customer satisfaction
263
Kundenzufriedenheit
263
Consumer behaviour
250
Konsumentenverhalten
250
Relationship marketing
197
Quality management
74
Qualitätsmanagement
74
Einzelhandel
72
Retail trade
72
Customer service
61
Kundenservice
61
Online retailing
44
Online-Handel
44
Beschwerdemanagement
39
Complaint management
39
Dienstleistungssektor
37
Service industry
37
Satisfaction
36
E-commerce
31
Electronic Commerce
31
Customer loyalty
29
Viral marketing
26
Virales Marketing
26
Emotion
25
Product quality
25
Produktqualität
25
Confidence
21
Vertrauen
21
Customer integration
20
Kundenintegration
20
Customer experience
19
Ladengestaltung
19
Store design
19
Mobile communications
18
Mobilkommunikation
18
Loyalty
17
Service failure
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197
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Prentice, Catherine
6
Gong, Taeshik
3
Harun, Ahasan
3
Hollebeek, Linda D.
3
Izogo, Ernest Emeka
3
Mortimer, Gary
3
Park, Jungkun
3
Prybutok, Victor R.
3
Quach, Sara
3
Rokonuzzaman, Md
3
Al Khateeb, Amr
2
Alnawas, Ibrahim
2
Bilgihan, Anil
2
Carlson, Jamie
2
Cioppi, Marco
2
El-Adly, Mohammed Ismail
2
El-Manstrly, Dahlia
2
Fazal-e-Hasan, Syed
2
Fernandes, Teresa
2
Francioni, Barbara
2
Hinson, Robert
2
Islam, Jamid Ul
2
Japutra, Arnold
2
Karande, Kiran
2
Le, Hoang T. P. M.
2
Lee, Kangcheol
2
Loureiro, Sandra Maria Correia
2
Malik, Shahab Alam
2
Molinillo, Sebastian
2
Pacheco, Natália Araújo
2
Paul, Justin
2
Polo-Redondo, Yolanda
2
Rahman, Zillur
2
Söderlund, Magnus
2
Thaichon, Paramaporn
2
Thurasamy Ramayah
2
Wang, Xueqin
2
Wang, Xuequn
2
AbedRabbo, Majd
1
Acheampong, Audrey
1
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Journal of retailing and consumer services
International journal of quality & reliability management
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
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Cogent business & management
28
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
18
Psychology & marketing
18
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
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
15
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ECONIS (ZBW)
197
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1
Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling
;
Markovitch, Dmitri G.
;
Stough, Rusty A.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
Saved in:
2
The way to generate customer citizenship behavior with customer experience
Le, Hoang T. P. M.
;
Kim, Dongyoup
;
Park, Jungkun
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014460861
Saved in:
3
Integrated banking channel service quality (IBCSQ) : role of IBCSQ for building consumers' relationship quality and brand equity
Sreejesh, S.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014460872
Saved in:
4
Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail
Zhang, Xueting
;
Park, Younggeun
;
Park, Jaejin
;
Zhang, Hao
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014462160
Saved in:
5
Determining influence of service quality on user identification, belongingness, and satisfaction on mobile social media : insight from emotional attachment perspective
Pang, Hua
;
Zhang, Kaige
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014462295
Saved in:
6
S-O-R based experiential framework for measuring in-store customer satisfaction in non-fuel retailing
Shamim, Amjad
;
Muhammad Farrukh Abid
;
Ahmad, Farooq
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-20
Persistent link: https://www.econbiz.de/10014462298
Saved in:
7
The study of brand loyalty and switching cost on OTT bundled service choice : focusing on reference-dependent preferences in the saturated market
Kim, Kyungah
;
Kim, Junghun
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014462320
Saved in:
8
The influence of library service quality, library image, place, personal control and trust on loyalty : the mediating role of perceived service value and satisfaction
Malik, Shahab Alam
;
Fatima, Taqdees
;
Pannu, Hina
- In:
International journal of quality & reliability management
41
(
2024
)
4
,
pp. 1111-1129
Persistent link: https://www.econbiz.de/10014520399
Saved in:
9
Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV : mediating effect of service value and satisfaction
Ghosh, Pratik
;
Jhamb, Deepika
;
Dhiman, Rahul
- In:
International journal of quality & reliability management
40
(
2023
)
10
,
pp. 2351-2370
Persistent link: https://www.econbiz.de/10014470786
Saved in:
10
Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce
Oliveira, Alessandro Silva de
;
Souki, Gustavo Quiroga
; …
- In:
International journal of quality & reliability management
40
(
2023
)
10
,
pp. 2559-2580
Persistent link: https://www.econbiz.de/10014470801
Saved in:
11
A model of health-related quality of life during COVID-19 pandemic : the role of food customer loyalty and affordability
Sik, Sumaedi
;
Sumardjo, Sumardjo
;
Saleh, Amiruddin
; …
- In:
International journal of quality & reliability management
40
(
2023
)
10
,
pp. 2612-2631
Persistent link: https://www.econbiz.de/10014470809
Saved in:
12
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:
13
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:
14
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:
15
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:
16
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:
17
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:
18
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:
19
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:
20
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:
21
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:
22
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
Saved in:
23
Unraveling customer repurchase intention in OFDL context : an investigation using a hybrid technique of SEM and fsQCA
Dogra, Nikhil
;
Adil, Mohd
;
Sadiq, Mohd
;
Dash, Ganesh
; …
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014253481
Saved in:
24
Perceived customer care and privacy protection behavior : the mediating role of trust in self-disclosure
Rodríguez-Priego, Nuria
;
Porcu, Lucia
;
Prados-Peña, …
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014253497
Saved in:
25
Memorable customer experiences and autobiographical memories : from service experience to word of mouth
Moliner-Tena, Miguel A.
;
Monferrer-Tirado, Diego
; …
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014253530
Saved in:
26
Care management to improve retail customers' and employees' satisfaction
Raggiotto, Francesco
;
Campagno, Cristiana
;
Scarpi, Daniele
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014253533
Saved in:
27
Understanding the user satisfaction and loyalty of customer service chatbots
Hsu, Chin-Lung
;
Lin, Judy Chuan-Chuan
- In:
Journal of retailing and consumer services
71
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014253676
Saved in:
28
Exploring customer concerns on service quality under the COVID-19 crisis : a social media analytics study from the retail industry
Li, Xinwei
;
Xu, Mao
;
Zeng, Wenjuan
;
Tse, Ying Kei
; …
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014239860
Saved in:
29
Effects of logistics service quality and price fairness on customer repurchase intention : the moderating role of cross-border e-commerce experiences
Do, Quynh Huong
;
Kim, Thai Young
;
Wang, Xueqin
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014239880
Saved in:
30
Why do you care about me? : the impact of retailers' customer care activities on customer orientation perceptions and store patronage intentions
Vannucci, Virginia
;
Dasmi, Costanza
;
Nechaeva, Olga
; …
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014303155
Saved in:
31
Measuring customer aggression : Scale development and validation
Mortimer, Gary
;
Wang, Shasha
;
Osorio Andrade, María Lucila
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014303231
Saved in:
32
Quantifying the influence of customer experience on consumer share-of-category
Klaus, Philipp
;
Kuppelwieser, Volker
;
Heinonen, Kristina
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014303364
Saved in:
33
M-shopping service quality dimensions and their effects on customer trust and loyalty : an empirical study
Zhang, Ruoqing
;
Jun, Minjoon
;
Palacios, Sergio
- In:
International journal of quality & reliability management
40
(
2023
)
1
,
pp. 169-191
Persistent link: https://www.econbiz.de/10013535631
Saved in:
34
Factors influencing patient loyalty to outpatient medical services : an empirical analysis of the UAE's government healthcare system
Dayan, Mumin
;
Al Kuwaiti, Ibrahim A.
;
Husain, Zafar
; …
- In:
International journal of quality & reliability management
39
(
2022
)
1
,
pp. 176-203
Persistent link: https://www.econbiz.de/10013169330
Saved in:
35
Examining consumer experience in using m-banking apps : a study of its antecedents and outcomes
Shahid, Shadma
;
Islam, Jamid Ul
;
Malik, Shehla
;
Hasan, Uzma
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013169561
Saved in:
36
"Do not impose on others what you desire" : research on the influence of service personnel's interactive orientation on customer comfort
Li, Mengyi
;
Ma, Qin-hai
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013169611
Saved in:
37
When can interaction orientation create more service value? : the moderating role of frontline employees' trust in managers and employee deep acting
Yang, Defeng
;
Chen, Xiaoyun
;
Ma, Baolong
;
Wei, Haiying
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013169646
Saved in:
38
Effects of characteristics of in-store retail technology on customer citizenship behavior
Gong, Taeshik
;
Wang, Chen-Ya
;
Lee, Kangcheol
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013169678
Saved in:
39
Importance of offline service quality in building loyalty of OC service brand
Park, Joonyong
;
Kim, Renee B.
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-8
Persistent link: https://www.econbiz.de/10013169688
Saved in:
40
Service integration in omnichannel retailing and its impact on customer experience
Quach, Sara
;
Barari, Mojtaba
;
Moudrý, Dann Vit
;
Quach, Ken
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013169715
Saved in:
41
Change in technology-enabled omnichannel customer experiences in-store
Alexander, Bethan
;
Kent, Anthony
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013169724
Saved in:
42
Why does service inclusion matter? : the effect of service exclusion on customer indirect misbehavior
Gong, Xiushuang
;
Wang, Hanwen
;
Zhang, Xiadan
;
Tian, Hui
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013366271
Saved in:
43
Convenience stores in the digital age : a focus on the customer experience and revisit intentions
Gibson, Samantha
;
Hsu, Maxwell K.
;
Zhou, Xing
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013366306
Saved in:
44
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
45
The golden mean : research on the mechanism of customer participation in employee service innovation
Liu, Dewen
;
Han, Shenghao
;
Zhang, Jieqiong
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013366341
Saved in:
46
When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? : considering product attribute type
Ruan, Yanya
;
Mezei, József
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-16
Persistent link: https://www.econbiz.de/10013366365
Saved in:
47
The harmonious role of channel integration and logistics service in omnichannel retailing : the case of IKEA
Prassida, Grandys Frieska
;
Hsu, Ping-Yu
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366370
Saved in:
48
Towards rebuilding the highstreet : learning from customers' town centre shopping journeys
AbedRabbo, Majd
;
Hart, Cathryn
;
Ellis-Chadwick, Fiona
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013209476
Saved in:
49
The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour
Lee, Wei-Long
;
Liu, Chih-Hsing
;
Tseng, Tzu-Wen
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013209505
Saved in:
50
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine
;
Dominique-Ferreira, Sergio
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
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