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Search: subject_exact:"Servicequalität"
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Dienstleistungsqualität
41
Service quality
41
Consumer behaviour
22
Konsumentenverhalten
22
Customer satisfaction
16
Kundenzufriedenheit
16
Beziehungsmarketing
15
Relationship marketing
15
Einzelhandel
11
Retail trade
11
Customer service
6
Kundenservice
6
Beschwerdemanagement
5
Complaint management
5
Customer experience
4
Meta-Analyse
4
Meta-analysis
4
E-commerce
3
Electronic Commerce
3
Measurement
3
Online retailing
3
Online-Handel
3
Salespeople
3
Verkaufspersonal
3
Affect
2
Arbeitszufriedenheit
2
Bewertung
2
Brand image
2
Brand management
2
Customer loyalty
2
Customer value
2
Einzelhandelspreis
2
Emotion
2
Evaluation
2
Job satisfaction
2
Kundenwert
2
Lieferantenmanagement
2
Markenführung
2
Markenimage
2
Marketing management
2
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40
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41
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41
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English
41
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Blut, Markus
3
Bolton, Ruth N.
3
Grewal, Dhruv
3
Brady, Michael K.
2
Brock, Christian
2
Evanschitzky, Heiner
2
Gustafsson, Anders
2
McColl-Kennedy, Janet R.
2
Mittal, Vikas
2
Patterson, Paul G.
2
Roggeveen, Anne L.
2
Wentzel, Daniel
2
Wetzels, Martin
2
Baker, Julie
1
Baldus, Brian
1
Bapna, Ravi
1
Bean, Jonathan
1
Beatty, Sharon E.
1
Blessing, Gerald
1
Bolton, Lisa E.
1
Brocato, E. Deanne
1
Brown, Steven P.
1
Bruckberger, Gianna
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Carlson, Jamie
1
Caruelle, Delphine
1
Chan, Kimmy Wa
1
Che, Hai
1
Chen, Yuxin
1
Chiang, Jeongwen
1
Chowdhry, Nivritiv
1
Cowart, Kelly O.
1
Dahlén, Micael
1
Dahm, Martin
1
Donkers, Bas
1
Enkawa, Takao
1
Epp, Amber M.
1
Fay, Scott
1
Figueiredo, Bernardo
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Journal of retailing
International journal of hospitality management
402
Journal of retailing and consumer services
331
The service industries journal
294
Journal of business research : JBR
252
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
174
International journal of contemporary hospitality management
161
NBER Working Paper
160
Services marketing quarterly
142
Journal of hospitality marketing & management
137
Journal of air transport management
136
The TQM journal : the international review of organizational improvement
126
Journal of travel and tourism marketing
122
Tourism management : research, policies, practice
117
International journal of quality & reliability management
114
International journal of quality and service sciences
109
Service business
107
International journal of productivity and quality management : IJPQM
104
Cogent business & management
103
Journal of service research : JSR
103
Health care management review : HCM review
102
International journal of services and operations management
102
Journal of service management
94
The accounting review : a publication of the American Accounting Association
94
Discussion paper series / IZA
93
Total quality management & business excellence
93
Quality management journal : QMJ
92
Economics of education review
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
78
Managing service quality : MSQ ; an international journal
76
International journal of services, economics and management
75
Journal of health economics
75
Managerial auditing journal
67
International journal of auditing : IJA
66
Asia Pacific journal of marketing and logistics
62
Management science : journal of the Institute for Operations Research and the Management Sciences
62
Accounting horizons : a quarterly publication of the American Accounting Association
58
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ECONIS (ZBW)
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1
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
2
Should service firms introduce algorithmic advice to their existing customers? : the moderating effect of service relationships
Walter, Benjamin von
;
Wentzel, Daniel
;
Raff, Stefan
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 280-296
Persistent link: https://www.econbiz.de/10014322000
Saved in:
3
Retailing groundedness : how to improve customer experience, brand perceptions, and customer loyalty through feelings of groundedness
Bruckberger, Gianna
;
Fuchs, Christoph
;
Schreier, Martin
; …
- In:
Journal of retailing
99
(
2023
)
4
,
pp. 594-604
Persistent link: https://www.econbiz.de/10014465661
Saved in:
4
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
5
Retail price discount depth and perceived quality uncertainty
Zheng, Dan
;
Chen, Yuxin
;
Zhang, Zhe
;
Che, Hai
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 542-557
Persistent link: https://www.econbiz.de/10013426750
Saved in:
6
Perceived omnichannel customer experience (OCX) : concept, measurement, and impact
Rahman, Syed Mahmudur
;
Carlson, Jamie
;
Gudergan, Siegfried
- In:
Journal of retailing
98
(
2022
)
4
,
pp. 611-632
Persistent link: https://www.econbiz.de/10013535715
Saved in:
7
The cosmopolitan servicescape
Figueiredo, Bernardo
;
Larsen, Hanne Pico
;
Bean, Jonathan
- In:
Journal of retailing
97
(
2021
)
2
,
pp. 267-287
Persistent link: https://www.econbiz.de/10012648999
Saved in:
8
Journeying together : aligning retailer and service provider roles with collective consumer practices
Thomas, Tandy Chalmers
;
Epp, Amber M.
;
Price, Linda L.
- In:
Journal of retailing
96
(
2020
)
1
,
pp. 9-24
Persistent link: https://www.econbiz.de/10012295803
Saved in:
9
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
10
Driving in-role and extra-role brand performance among retail frontline salespeople : antecedents and the moderating role of customer orientation
Hughes, Douglas E.
;
Richards, Keith A.
;
Calantone, Roger J.
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 130-143
Persistent link: https://www.econbiz.de/10012102968
Saved in:
11
Do mystery shoppers really predict customer satisfaction and sales performance?
Blessing, Gerald
;
Natter, Martin
- In:
Journal of retailing
95
(
2019
)
3
,
pp. 47-62
Persistent link: https://www.econbiz.de/10012130005
Saved in:
12
Breathing down your neck! : the impact of queues on customers using a retail service
Dahm, Martin
;
Wentzel, Daniel
;
Herzog, Walter
;
Wiecek, …
- In:
Journal of retailing
94
(
2018
)
2
,
pp. 217-230
Persistent link: https://www.econbiz.de/10011881552
Saved in:
13
Enhancing customer engagement through consciousness
Ghrewal, Dhruv
;
Roggeveen, Anne L.
;
Sisodia, Rajendra
; …
- In:
Journal of retailing
93
(
2017
)
1
,
pp. 55-64
Persistent link: https://www.econbiz.de/10011704690
Saved in:
14
E-services quality : development of a hierarchical model
Blut, Markus
- In:
Journal of retailing
92
(
2016
)
4
,
pp. 500-517
Persistent link: https://www.econbiz.de/10011629507
Saved in:
15
E-service quality : a meta-analytic review
Blut, Markus
;
Chowdhry, Nivritiv
;
Mittal, Vikas
;
Brock, …
- In:
Journal of retailing
91
(
2015
)
4
,
pp. 679-700
Persistent link: https://www.econbiz.de/10011422466
Saved in:
16
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
17
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Saved in:
18
Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits
Schumann, Jan Hendrik
;
Wünderlich, Nancy V.
; …
- In:
Journal of retailing
90
(
2014
)
1
,
pp. 111-118
Persistent link: https://www.econbiz.de/10010359932
Saved in:
19
Affect versus cognition in the chain from perceived quality to customer loyalty : the roles of product beliefs and experience
Frank, Björn
;
Torrico, Boris Herbas
;
Enkawa, Takao
; …
- In:
Journal of retailing
90
(
2014
)
4
,
pp. 567-586
Persistent link: https://www.econbiz.de/10010473263
Saved in:
20
Contrasting the drivers of switching intent and switching bhavior in contractual service settings
Wirtz, Jochen
;
Xiao, Ping
;
Chiang, Jeongwen
;
Malhotra, …
- In:
Journal of retailing
90
(
2014
)
4
,
pp. 463-480
Persistent link: https://www.econbiz.de/10010473276
Saved in:
21
The contingent effects of semantic price cues
Grewal, Dhruv
;
Roggeveen, Anne L.
;
Lindsey-Mullikin, Joan
- In:
Journal of retailing
90
(
2014
)
2
,
pp. 198-205
Persistent link: https://www.econbiz.de/10010402323
Saved in:
22
The impact of service characteristics on the switching costs-customer loyalty link
Blut, Markus
;
Beatty, Sharon E.
;
Evanschitzky, Heiner
; …
- In:
Journal of retailing
90
(
2014
)
2
,
pp. 275-290
Persistent link: https://www.econbiz.de/10010402374
Saved in:
23
Pleasantly plump : offsetting negative obesity stereotypes for frontline service employees
Cowart, Kelly O.
;
Brady, Michael K.
- In:
Journal of retailing
90
(
2014
)
3
,
pp. 365-378
Persistent link: https://www.econbiz.de/10010408219
Saved in:
24
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
Saved in:
25
When out-of-stock products do backfire : managing disclosure time and justification wording
Pizzi, Gabriele
;
Scarpi, Daniele
- In:
Journal of retailing
89
(
2013
)
3
,
pp. 352-359
Persistent link: https://www.econbiz.de/10009781850
Saved in:
26
Understanding the influence of cues from other customers in the service experience : a scale development and validation
Brocato, E. Deanne
;
Voorhees, Clay M.
;
Baker, Julie
- In:
Journal of retailing
88
(
2012
)
3
,
pp. 384-398
Persistent link: https://www.econbiz.de/10009622992
Saved in:
27
Assessing the self-service technology encounters : development and validation of SSTQUAL scale
Lin, Jiun-sheng Chris
;
Hsieh, Pei-ling
- In:
Journal of retailing
87
(
2011
)
2
,
pp. 194-206
Persistent link: https://www.econbiz.de/10009240261
Saved in:
28
Aesthetics and the online shopping environment : understanding consumer responses
Wang, Yong Jian
;
Minor, Michael
;
Wei, Jie
- In:
Journal of retailing
87
(
2011
)
1
,
pp. 46-58
Persistent link: https://www.econbiz.de/10009011978
Saved in:
29
Managing service expectations in online markets : a signaling theory of e-tailer pricing and empirical tests
Mitra, Debanjan
;
Fay, Scott
- In:
Journal of retailing
86
(
2010
)
2
,
pp. 184-199
Persistent link: https://www.econbiz.de/10003988237
Saved in:
30
Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
Saved in:
31
Effects of service setting and other consumers' age on the service perceptions of young consumers
Thakor, Mrugank V.
;
Suri, Rajneesh
;
Saleh, Katayoun
- In:
Journal of retailing
84
(
2008
)
2
,
pp. 137-149
Persistent link: https://www.econbiz.de/10003732223
Saved in:
32
Customer complaining : the role of tie strenght and information control
Mittal, Vikas
;
Huppertz, John W.
;
Khare, Adwait
- In:
Journal of retailing
84
(
2008
)
2
,
pp. 195-204
Persistent link: https://www.econbiz.de/10003744326
Saved in:
33
A meta-analysis of relationships linking employee satisfaction to customer responses
Brown, Steven P.
;
Lam, Son K.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 243-255
Persistent link: https://www.econbiz.de/10003782176
Saved in:
34
Special issue: service excellence
Bolton, Ruth N.
(
contributor
)
-
2007
Persistent link: https://www.econbiz.de/10003438184
Saved in:
35
Six strategies for competing through service: an agenda for future research
Bolton, Ruth N.
;
Grewal, Dhruv
;
Levy, Michael
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 1-4
Persistent link: https://www.econbiz.de/10003438190
Saved in:
36
Competing through service: insights from service-dominant logic
Lusch, Robert F.
;
Vargo, Stephen L.
;
O'Brien, Matthew
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 5-18
Persistent link: https://www.econbiz.de/10003438193
Saved in:
37
The effect of customer service on retailers' shareholder wealth: the role of availability and reputation cues
Wiles, Michael A.
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 19-31
Persistent link: https://www.econbiz.de/10003438198
Saved in:
38
An assessment of value creation in mobile service delivery and the moderating role of time consciousness
Kleijnen, Mirella
;
Ruyter, Ko de
;
Wetzels, Martin
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 33-46
Persistent link: https://www.econbiz.de/10003438201
Saved in:
39
Understanding brand and dealer retention in the new car market: the moderating role of brand tier
Verhoef, Peter C.
;
Langerak, Fred
;
Donkers, Bas
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 97-113
Persistent link: https://www.econbiz.de/10003438286
Saved in:
40
Multiple reference effects in service evaluations: roles of alternative attractiveness and self-image congruity
Yim, Chi Kin
;
Chan, Kimmy Wa
;
Hung, Kineta
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 147-157
Persistent link: https://www.econbiz.de/10003438302
Saved in:
41
Do market characteristics impact the relationship between retailer characteristics and online prices?
Venkatesan, Rajkumar
;
Mehta, Kumar
;
Bapna, Ravi
- In:
Journal of retailing
83
(
2007
)
3
,
pp. 309-324
Persistent link: https://www.econbiz.de/10003517345
Saved in:
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