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~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Dienstleistungsqualität
103
Service quality
103
Customer satisfaction
52
Kundenzufriedenheit
52
Consumer behaviour
47
Konsumentenverhalten
47
Relationship marketing
47
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19
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service recovery
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Eisingerich, Andreas B
4
Auh, Seigyoung
2
Bell, Simon J.
2
Dong, Beibei
2
Evans, Kenneth R.
2
Flynn, Andrea Godfrey
2
Gong, Taeshik
2
Haws, Kelly L.
2
Schaefers, Tobias
2
Seiders, Kathleen
2
Sivakumar, K.
2
Wieseke, Jan
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Zou, Shaoming
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Alavi, Sascha
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Benoit, Sabine
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Berry, Leonard L.
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Bhardwaj, Gunjan
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Journal of service research : JSR
Journal of retailing and consumer services
180
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
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
Cogent business & management
29
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
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
International journal of quality & reliability management
17
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
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1
The value of codesign : the effect of customer involvement in service design teams
Trischler, Jakob
;
Pervan, Simon J.
;
Kelly, Stephen J.
; …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 75-100
Persistent link: https://www.econbiz.de/10011855780
Saved in:
2
Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris
;
Larbig, Christine
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
Saved in:
3
Customer inconvenience and price compensation : a multiperiod approach to labor-automation trade-offs in services
Andreassen, Tor W.
;
Oest, Rutger van
;
Lervik-Olsen, Line
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 173-183
Persistent link: https://www.econbiz.de/10011855787
Saved in:
4
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
5
Customer-firm interactions and the path to profitability : a chain-of-effects model
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 201-218
Persistent link: https://www.econbiz.de/10011855798
Saved in:
6
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
7
The effect of a service provider’s competitive market position on churn among flat-rate customers
Moser, Sabine
;
Schumann, Jan Hendrik
;
Wangenheim, …
- In:
Journal of service research : JSR
21
(
2018
)
3
,
pp. 319-335
Persistent link: https://www.econbiz.de/10011916513
Saved in:
8
Communities as nested servicescapes
Sheng, Xiaojing
;
Simpson, Penny M.
;
Siguaw, Judy A.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 171-187
Persistent link: https://www.econbiz.de/10011684844
Saved in:
9
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
10
When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)
Colm, Laura
;
Ordanini, Andrea
;
Parasuraman, A.
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 223-239
Persistent link: https://www.econbiz.de/10011736753
Saved in:
11
Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa
;
Gong, Taeshik
;
Zhang, Ruixue
;
Zhou, Mingjian
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
Saved in:
12
Tell us again, how satisfied are you? : the influence of recurring posttransaction surveys on purchase behavior
Flynn, Andrea Godfrey
;
Salisbury, Linda Court
;
Seiders, …
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 292-305
Persistent link: https://www.econbiz.de/10011736766
Saved in:
13
Unraveling the customer education paradox : when, and how, should firms educate their customers?
Bell, Simon J.
;
Auh, Seigyoung
;
Eisingerich, Andreas B
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 306-321
Persistent link: https://www.econbiz.de/10011736772
Saved in:
14
Contagious effects of customer misbehavior in access-based services
Schaefers, Tobias
;
Wittkowski, Kristina
;
Benoit, Sabine
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10011433127
Saved in:
15
Channels in the mirror : an alignable model for assessing customer satisfaction in concurrent channel systems
Hammerschmidt, Maik
;
Falk, Tomas
;
Weijters, Bert
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 88-101
Persistent link: https://www.econbiz.de/10011433181
Saved in:
16
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
17
When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes
;
Alavi, Sascha
;
Schmitz, Christian
; …
- In:
Journal of service research : JSR
19
(
2016
)
4
,
pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
Saved in:
18
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
19
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
20
The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven
;
Kolberg, Anika
;
Haumann, Till
;
Wieseke, Jan
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
Saved in:
21
Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers
Sweeney, Jillian C.
;
Danaher, Tracey S.
; …
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 318-335
Persistent link: https://www.econbiz.de/10011336505
Saved in:
22
The nature and implications of consumers’ experiential framings of failure in high-risk service contexts
Zayer, Linda Tuncay
;
Otnes, Cele
;
Fischer, Eileen M.
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 303-317
Persistent link: https://www.econbiz.de/10011336507
Saved in:
23
Customer referral behavior : do switchers and stayers differ?
Stein, Alisha
;
Ramaseshan, B.
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 229-239
Persistent link: https://www.econbiz.de/10011283705
Saved in:
24
Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
Saved in:
25
Service brand relationship quality : hot or cold?
Nyffenegger, Bettina
;
Krohmer, Harley
;
Hoyer, Wayne D.
; …
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 90-106
Persistent link: https://www.econbiz.de/10010483436
Saved in:
26
Motivating customers to adhere to expert advice in professional services : a medical service context
Seiders, Kathleen
;
Flynn, Andrea Godfrey
;
Berry, Leonard L.
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 39-58
Persistent link: https://www.econbiz.de/10010483440
Saved in:
27
Service systems : a broadened framework and research agenda on value propositions, engagement, and service experience
Chandler, Jennifer D.
;
Lusch, Robert F.
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 6-22
Persistent link: https://www.econbiz.de/10010483444
Saved in:
28
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
29
Service quality and price perceptions by internet retail customers : linking the three stages of service interaction
Cho, Yun Kyung
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 432-445
Persistent link: https://www.econbiz.de/10010432161
Saved in:
30
Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik
;
Yi, Youjae
;
Choi, Jin Nam
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
Saved in:
31
Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance
Eisingerich, Andreas B
;
Auh, Seigyoung
;
Merlo, Omar
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 40-53
Persistent link: https://www.econbiz.de/10010356889
Saved in:
32
A service climate synthesis and future research agenda
Bowen, David E.
;
Schneider, Benjamin
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 5-22
Persistent link: https://www.econbiz.de/10010356892
Saved in:
33
The role of corporate image for quality in the formation of attitudinal service loyalty
Jha, Subhash
;
Deitz, George D.
;
Babakus, Emin
;
Yavas, Ugur
- In:
Journal of service research : JSR
16
(
2013
)
2
,
pp. 155-170
Persistent link: https://www.econbiz.de/10009774887
Saved in:
34
How customer satisfaction affects employee satisfaction and retention in a professional services context
Frey, Regina Viola
;
Bayón, Tomás
;
Totzek, Dirk
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 503-517
Persistent link: https://www.econbiz.de/10010203516
Saved in:
35
Uncovering collaborative value creation patterns and establishing corresponding customer roles
Moeller, Sabine
;
Ciuchita, Robert
;
Mahr, Dominik
; …
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 471-487
Persistent link: https://www.econbiz.de/10010203524
Saved in:
36
The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.
;
McCutcheon, David
;
Wilkinson, Ian F.
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
Saved in:
37
Delighting consumers click by click : antecedents and effects of delight online
Bartl, Christopher
;
Gouthier, Matthias H. J.
;
Lenker, Markus
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 386-399
Persistent link: https://www.econbiz.de/10009782120
Saved in:
38
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
Saved in:
39
IT-related service : a multidisciplinary perspective
Huang, Ming-hui
;
Rust, Roland T.
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 251-258
Persistent link: https://www.econbiz.de/10009782150
Saved in:
40
Doing good and doing better despite negative information? : the role of corporate social responsibility in consumer resistance to negative information
Eisingerich, Andreas B
;
Rubera, Gaia
;
Seifert, Matthias
; …
- In:
Journal of service research : JSR
14
(
2011
)
1
,
pp. 60-75
Persistent link: https://www.econbiz.de/10008826886
Saved in:
41
Impact of service failure : the protective layer of customer relationships
Sajtos, Laszlo
;
Brodie, Roderick J.
;
Whittome, James
- In:
Journal of service research : JSR
13
(
2010
)
2
,
pp. 216-229
Persistent link: https://www.econbiz.de/10003982862
Saved in:
42
Service performance-loyalty intentions link in a business-to-business context : the role of relational exchange outcomes and customer characteristics
Briggs, Elten
;
Grisaffe, Douglas
- In:
Journal of service research : JSR
13
(
2010
)
1
,
pp. 37-51
Persistent link: https://www.econbiz.de/10003959015
Saved in:
43
How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.
;
Danaher, Peter J.
;
Gibbs, Brian J.
- In:
Journal of service research : JSR
11
(
2008/09
)
4
,
pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
Saved in:
44
The impact of value congruence on consumer-service brand relationships
Zhang, Jing
;
Bloemer, Josée M. M.
- In:
Journal of service research : JSR
11
(
2008/09
)
2
,
pp. 161-178
Persistent link: https://www.econbiz.de/10003776179
Saved in:
45
The impact of call center employees' customer orientation behaviors on service quality
Rafaeli, Anat
;
Ziklik, Lital
;
Doucet, Lorna
- In:
Journal of service research : JSR
10
(
2007/08
)
3
,
pp. 239-255
Persistent link: https://www.econbiz.de/10003705587
Saved in:
46
Perceived service quality and custumer trust : does enhancing customers' service knowledge matter?
Eisingerich, Andreas B
;
Bell, Simon J.
- In:
Journal of service research : JSR
10
(
2007/08
)
3
,
pp. 256-268
Persistent link: https://www.econbiz.de/10003705597
Saved in:
47
Exploring customer loyalty following service recovery : the mediating effects of trust and emotions
DeWitt, Tom
;
Nguyen, Doan T.
;
Marshall, Roger
- In:
Journal of service research : JSR
10
(
2007/08
)
3
,
pp. 269-281
Persistent link: https://www.econbiz.de/10003705604
Saved in:
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