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isPartOf:"International journal of hospitality management"
~isPartOf:"Total quality management & business excellence"
~subject:"Service industry"
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Search: subject_exact:"Servicequalität"
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Service industry
Dienstleistungsqualität
492
Service quality
492
Customer satisfaction
262
Kundenzufriedenheit
262
Consumer behaviour
215
Konsumentenverhalten
215
Beziehungsmarketing
136
Relationship marketing
136
Hotel industry
134
Hotellerie
134
Gastronomie
107
Restaurant industry
107
Hospital
68
Krankenhaus
68
Quality management
62
Qualitätsmanagement
62
Customer service
59
Kundenservice
59
Emotion
56
Beschwerdemanagement
47
Complaint management
47
Gastgewerbe
42
Hospitality industry
42
Product quality
37
Produktqualität
37
Arbeitsverhalten
33
Arbeitszufriedenheit
33
Job satisfaction
33
Work behaviour
33
Gesundheitsversorgung
32
Health care
32
Satisfaction
32
service quality
30
Tourism employees
29
Tourismusberufe
29
Dienstleistungssektor
25
USA
25
United States
25
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Jang, Soocheong
2
Kim, Jong-hyeong
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Andajigarmaroudi, Saeed
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Bossink, Bart
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Brint, Andrew
1
Chen, Ching-Chin
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Cheng, Jen-Son
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Choi, Sungwoo
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Chou, Sheng-Fang
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Dawson, Mary
1
Dong, Yanan
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Fan, Alei
1
Fry, John
1
Gan, Bernard
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Gu, Huimin
1
Guchait, Priyanko
1
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1
Hon, Alice H. Y.
1
Horng, Jeou-Shyan
1
Hu, Sai-quan
1
Huang, Ping-Lung
1
Huey Chern Boo
1
Iqbal, Juman
1
Ivanov, Stanislav
1
Jeon, Myunghee Mindy
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Jeong, Miyoung
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Jiang, Jing
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Joireman, Jeff
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Lee, Seonjeong
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Liu, Canmian
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International journal of hospitality management
Total quality management & business excellence
The journal of services marketing
41
The service industries journal
31
Journal of retailing and consumer services
26
Journal of business research : JBR
25
Journal of service management
22
Journal of service research : JSR
19
Journal of service research
18
Services marketing quarterly
18
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
16
Service business
15
International journal of production economics
14
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of services and operations management
12
International journal of quality & reliability management
11
International journal of contemporary hospitality management
10
Journal of service theory and practice : JSTP
10
European journal of operational research : EJOR
9
International journal of quality and service sciences
9
Journal of the Academy of Marketing Science
9
Benchmarking : an international journal ; BIJ
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
7
International journal of services and operations management : IJSOM
7
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
7
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
6
Psychology & marketing
6
International journal of business excellence
5
International journal of services technology and management
5
Journal of air transport management
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
5
The TQM journal : the international review of organizational improvement
5
European journal of marketing
4
European review of service economics and management
4
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
4
International journal of information systems in the service sector : IJISSS ; an official publication of the Information Resources Management Association
4
International journal of production research
4
International journal of productivity and quality management : IJPQM
4
International journal of services, economics and management
4
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ECONIS (ZBW)
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1
Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian
;
Xie, Lishan
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
Saved in:
2
Automated, human, or semi-automated service in restaurants? : an investigation of technology-enabled service designs and customer attribution
Park, Soona
;
Lehto, Xinran Y.
- In:
International journal of hospitality management
104
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013255930
Saved in:
3
Does incivility in quick service restaurants suppress the voice of employee? : a moderated mediation model
Madhan, Kumar
;
Shagirbasha, Shameem
;
Iqbal, Juman
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209273
Saved in:
4
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
5
Regional bias when benchmarking services using customer satisfaction scores
Brint, Andrew
;
Fry, John
- In:
Total quality management & business excellence
32
(
2021
)
3
,
pp. 344-358
Persistent link: https://www.econbiz.de/10012423588
Saved in:
6
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
7
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
8
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
9
Perceived corporate social responsibility and customers' behaviors in the ridesharing service industry
Jeon, Myunghee Mindy
;
Lee, Seonjeong
;
Jeong, Miyoung
- In:
International journal of hospitality management
84
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012146213
Saved in:
10
A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world : the role of service robots
Seyitoğlu, Faruk
;
Ivanov, Stanislav
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012389791
Saved in:
11
Senior leadership, customer orientation, and service firm performance : the mediator role of process management
Zhang, Han
;
Kang, Fei
;
Hu, Sai-quan
- In:
Total quality management & business excellence
31
(
2020
)
14
,
pp. 1605-1620
Persistent link: https://www.econbiz.de/10012312249
Saved in:
12
Building the sociomateriality of food service
Tuomi, Aarni
;
Tussyadiah, Iis P.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293756
Saved in:
13
The better I feel, the better I can do : the role of leaders’ positive affective presence
Jiang, Jing
;
Gu, Huimin
;
Dong, Yanan
;
Tu, Xingyong
- In:
International journal of hospitality management
78
(
2019
),
pp. 251-260
Persistent link: https://www.econbiz.de/10012012756
Saved in:
14
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
15
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
16
Service innovation quality in healthcare : service innovativeness and organisational renewal as driving forces
Mu, Yu
;
Bossink, Bart
;
Vinig, Tsvi G.
- In:
Total quality management & business excellence
30
(
2019
)
11
,
pp. 1219-1234
Persistent link: https://www.econbiz.de/10012199834
Saved in:
17
The impact of serviceability-oriented dimensions on after-sales service cost and customer satisfaction
Syahrial, Erialdi
;
Suzuki, Hideo
;
Schvaneveldt, Shane J.
- In:
Total quality management & business excellence
30
(
2019
)
11
,
pp. 1257-1281
Persistent link: https://www.econbiz.de/10012199836
Saved in:
18
The influence of service quality on customer satisfaction and loyalty in B2B technology service industry
Huang, Ping-Lung
;
Lee, Bruce C. Y.
;
Chen, Ching-Chin
- In:
Total quality management & business excellence
30
(
2019
)
13
,
pp. 1449-1465
Persistent link: https://www.econbiz.de/10012199896
Saved in:
19
Changing tires on a moving car : the role of timing in hospitality and service turnaround processes
Schmitt, Achim
;
Raub, Steffen P.
;
Schmid, Simon
; …
- In:
International journal of hospitality management
77
(
2019
),
pp. 549-561
Persistent link: https://www.econbiz.de/10011988953
Saved in:
20
Explicating restaurant performance : the nature and foundations of sustainable service and organizational environment
Chou, Sheng-Fang
;
Horng, Jeou-Shyan
;
Liu, Chih-Hsing
; …
- In:
International journal of hospitality management
72
(
2018
),
pp. 56-66
Persistent link: https://www.econbiz.de/10011872695
Saved in:
21
Designing lifestyle hotels
Cheng, Jen-Son
;
Tang, Ta-Wei
;
Wang, Tsai-Chiao
- In:
International journal of hospitality management
58
(
2016
),
pp. 95-106
Persistent link: https://www.econbiz.de/10011581400
Saved in:
22
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
23
Perceived supervisor and co-worker support for error management : impact on perceived psychological safety and service recovery performance
Guchait, Priyanko
;
Paşamehmetoğlu, Ayşın
;
Dawson, Mary
- In:
International journal of hospitality management
41
(
2014
),
pp. 28-37
Persistent link: https://www.econbiz.de/10010403128
Saved in:
24
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
25
Does job creativity requirement improve service performance? : a multilevel analysis of work stress and service environment
Hon, Alice H. Y.
- In:
International journal of hospitality management
35
(
2013
),
pp. 161-170
Persistent link: https://www.econbiz.de/10010225818
Saved in:
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