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Dienstleistungsqualität
117
Service quality
117
Customer satisfaction
63
Kundenzufriedenheit
63
Hotel industry
40
Hotellerie
40
Beziehungsmarketing
31
Consumer behaviour
31
Konsumentenverhalten
31
Relationship marketing
31
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21
Urlaubsverhalten
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17
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Hospital
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Tourism industry
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Taiwan
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117
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Lee, Jin-soo
4
Ling, Qian
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Lin, Meizhen
3
Su, LuJun
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Wu, Xiaoyi
3
Boukis, Achilleas
2
Cai, Ruiying
2
Dhar, Rajib Lochan
2
Gao, Baojun
2
Ghazali Musa
2
Han, Heesup
2
Hitchcock, Michael
2
Kim, Woo Gon
2
Koritos, Christos
2
Lai, Ivan K. W.
2
Nicolau, Juan Luis
2
Radojevic, Tijana
2
Sedigheh Moghavvemi
2
Stanic, Nenad
2
Stanisic, Nemanja
2
Swanson, Scott R.
2
Wang, Lu
2
Abrate, Graziano
1
Ai, Chi-Han
1
Akamavi, Raphaël K.
1
Albayrak, Tahir
1
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Tourism management : research, policies, practice
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
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
82
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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117
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1
Dual perspective on the role of xenophobia in service sabotage
Kadić-Maglajlić, Selma
;
Lages, Cristiana R.
;
Temerak, …
- In:
Tourism management : research, policies, practice
101
(
2024
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014457718
Saved in:
2
Recipe for perceived personalization in hotels
Lei, Soey Sut Ieng
;
Wang, Dan
;
Fong, Lawrence Hoc Nang
; …
- In:
Tourism management : research, policies, practice
100
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457528
Saved in:
3
"Give me an upgrade or I will give you a bad review!" : investigating customer threats in the hospitality industry
Boukis, Achilleas
;
Harris, Lloyd C.
;
Koritos, Christos D.
- In:
Tourism management : research, policies, practice
104
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015052203
Saved in:
4
How does occupational stigma and work dirtiness inhibit hotel front-line employees' proactive customer service performance and its solutions
Lv, Xingyang
;
Zhang, Kexin
;
Song, Qi
;
Fu, Xiaoxiao
;
Liu, Yue
- In:
Tourism management : research, policies, practice
104
(
2024
),
pp. 1-16
Persistent link: https://www.econbiz.de/10015052215
Saved in:
5
Recommend or not? : the influence of emotions on passengers' intention of airline recommendation during COVID-19
Wang, Xi
;
Zheng, Jie
;
Tang, Liang
;
Luo, Yi
- In:
Tourism management : research, policies, practice
95
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013534425
Saved in:
6
Service robots and perceived discrimination in tourism and hospitality
Seyitoğlu, Faruk
;
Ivanov, Stanislav
- In:
Tourism management : research, policies, practice
96
(
2023
),
pp. 1-7
Persistent link: https://www.econbiz.de/10013556902
Saved in:
7
Linking team learning climate to service performance : the role of individual- and team-level adaptive behaviors in travel services
Peng, Jiamin
;
Xie, Lishan
;
Zhou, Lian
;
Huan, Tzung-cheng
- In:
Tourism management : research, policies, practice
91
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013271605
Saved in:
8
Asymmetric effects of extreme-moderate online reviews in the language-satisfaction relationship
Nicolau, Juan Luis
;
Carlos Villamarín, Pablo de
; …
- In:
Tourism management : research, policies, practice
91
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013271638
Saved in:
9
Identifying attributes of wineries that increase visitor satisfaction and dissatisfaction : applying an aspect extraction approach to online reviews
Shin, Seunghun
;
Nicolau, Juan Luis
- In:
Tourism management : research, policies, practice
91
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013271648
Saved in:
10
Development and validation of a casino service quality scale : a holistic approach
Bradley, Gregory T.
;
Wang, Wei
- In:
Tourism management : research, policies, practice
88
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013194333
Saved in:
11
Building restaurant customers' technology readiness through robot-assisted experiences at multiple product levels
Ma, Emily Jintao
;
Yang, Huijun
;
Wang, Yao-Chin
;
Song, Hanqun
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366116
Saved in:
12
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
13
C2C interaction in the online review system : effect of other customers' responses on subsequent review volume
Zhang, Min
;
Wang, Lu
;
Li, Yiwei
;
Wang, G. Alan
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366151
Saved in:
14
The effect of destination employee service quality on tourist environmentally responsible behavior : A moderated mediation model incorporating environmental commitment, destination...
He, Xuehuan
;
Cheng, Jin
;
Swanson, Scott R.
;
Su, LuJun
; …
- In:
Tourism management : research, policies, practice
90
(
2022
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013326534
Saved in:
15
How do destination negative events trigger tourists' perceived betrayal and boycott? : the moderating role of relationship quality
Su, LuJun
;
Jia, Bocong
;
Huang, Yinghua
- In:
Tourism management : research, policies, practice
92
(
2022
),
pp. 1-15
Persistent link: https://www.econbiz.de/10013326665
Saved in:
16
Dealing with pandemics : an investigation of the effects of COVID-19 on customers' evaluations of hospitality services
Hu, Feng
;
Teichert, Thorsten
;
Deng, Shengliang
;
Liu, Yong
; …
- In:
Tourism management : research, policies, practice
85
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012514396
Saved in:
17
Nonverbal communication in hotels as a medium of experience co-creation
Shahidul Islam, Mohammad
;
Kirillova, Ksenia
- In:
Tourism management : research, policies, practice
87
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012648372
Saved in:
18
An online reviews-driven method for the prioritization of improvements in hotel services
Zhang, Chenxi
;
Xu, Zeshui
;
Gou, Xunjie
;
Chen, Shuixia
- In:
Tourism management : research, policies, practice
87
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012648426
Saved in:
19
Pushing forward high-performance work systems in the hotel industry : a procedural-justice climate to promote higher unit-level outcomes
Yang, Jaewan
;
Kim, Youngsang
;
Kim, Peter Beomcheol
- In:
Tourism management : research, policies, practice
87
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648431
Saved in:
20
Banding together in a festival context : examining effects of a joint-stakeholder external service recovery
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Tourism management : research, policies, practice
83
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012417501
Saved in:
21
Does love become hate or forgiveness after a double deviation? : the case of hotel loyalty program members
Lee, Jin-soo
;
Kim, Jungkeun
;
Hwang, Jinsoo
;
Cui, Yuanyuan
- In:
Tourism management : research, policies, practice
84
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012494600
Saved in:
22
Managing internal service quality in hotels : determinants and implications
Wu, Xiaoyi
;
Wang, Jie
;
Ling, Qian
- In:
Tourism management : research, policies, practice
86
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012595653
Saved in:
23
To be similar or to be different? : the effect of hotel managers' rote response on subsequent reviews
Liu, Shan
;
Wang, Na
;
Gao, Baojun
;
Gallivan, Michael
- In:
Tourism management : research, policies, practice
86
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012595658
Saved in:
24
How and when servant leadership promotes service innovation : a moderated mediation model
Li, Fengyu
;
Liu, Bing
;
Lin, Weipeng
;
Wei, Xin
;
Xu, Zikun
- In:
Tourism management : research, policies, practice
86
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012595661
Saved in:
25
Understanding the dynamics of the quality of airline service attributes : satisfiers and dissatisfiers
Park, Sangwon
;
Lee, Jin-soo
;
Nicolau, Juan L.
- In:
Tourism management : research, policies, practice
81
(
2020
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012297610
Saved in:
26
Honeymoon tourism : exploring must-be, hybrid and value-added quality attributes
Lee, Jin-soo
;
Pipatpong Fakfare
;
Han, Heesup
- In:
Tourism management : research, policies, practice
76
(
2020
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012137781
Saved in:
27
Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style
Boukis, Achilleas
;
Koritos, Christos
;
Daunt, Kate L.
; …
- In:
Tourism management : research, policies, practice
77
(
2020
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012151947
Saved in:
28
Value co-destruction in hotel services : exploring the misalignment of cognitive scripts among customers and providers
Järvi, Henna
;
Keränen, Joona
;
Ritala, Paavo
;
Vilko, Jyri
- In:
Tourism management : research, policies, practice
77
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012152098
Saved in:
29
Leveraging human-robot interaction in hospitality services : incorporating the role of perceived value, empathy, and information sharing into visitors' intentions to use social rob...
De Kervenoael, Ronan
;
Hasan, Md. Rajibul
;
Schwob, Alexandre
- In:
Tourism management : research, policies, practice
78
(
2020
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012165578
Saved in:
30
How servant leadership and self-efficacy interact to affect service quality in the hospitality industry : a polynomial regression with response surface analysis
Qiu, Shaoping
;
Dooley, Larry M.
;
Xie, Lei
- In:
Tourism management : research, policies, practice
78
(
2020
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012165586
Saved in:
31
The joint effect of consumer and service providers' culture on online service evaluations : a response surface analysis
Stamolampros, Panagiotis
;
Dousios, Dimitrios
; …
- In:
Tourism management : research, policies, practice
78
(
2020
),
pp. 1-18
Persistent link: https://www.econbiz.de/10012165602
Saved in:
32
The impact of value co-creation on hotel brand equity and customer satisfaction
González-Mansilla, Óscar
;
Berenguer Contrí, Gloria
; …
- In:
Tourism management : research, policies, practice
75
(
2019
),
pp. 51-65
Persistent link: https://www.econbiz.de/10012063560
Saved in:
33
Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei
;
Jayawardhena, Chanaka
;
Dibb, Sally
; …
- In:
Tourism management : research, policies, practice
75
(
2019
),
pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
Saved in:
34
Variations in airline passenger expectation of service quality across the globe
Punel, Aymeric
;
Hassan, Lama Al Hajj
;
Ermagun, Alireza
- In:
Tourism management : research, policies, practice
75
(
2019
),
pp. 491-508
Persistent link: https://www.econbiz.de/10012063714
Saved in:
35
Online public response to a service failure incident : implications for crisis communications
Su, Lijuan
;
Stepchenkova, Svetlana
;
Kirilenko, Andrei
- In:
Tourism management : research, policies, practice
73
(
2019
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012004627
Saved in:
36
All that glitters is not green : creating trustworthy ecofriendly services at green hotels
Gupta, Anshu
;
Dash, Satyabhusan
;
Mishra, Abhishek
- In:
Tourism management : research, policies, practice
70
(
2019
),
pp. 155-169
Persistent link: https://www.econbiz.de/10011949644
Saved in:
37
Cross-country analysis of perception and emphasis of hotel attributes
Francesco, Galati
;
Roberta, Galati
- In:
Tourism management : research, policies, practice
74
(
2019
),
pp. 24-42
Persistent link: https://www.econbiz.de/10012128552
Saved in:
38
All-inclusive and value creation in hospitality : vidence from a mature destination : 2001-2017
Calveras, Aleix
- In:
Tourism management : research, policies, practice
74
(
2019
),
pp. 234-246
Persistent link: https://www.econbiz.de/10012128609
Saved in:
39
Hospitality servicescape effects on customer-employee interactions : a multilevel study
Kaminakis, Kostas
;
Karantinou, Kalipso
;
Koritos, Christos
; …
- In:
Tourism management : research, policies, practice
72
(
2019
),
pp. 130-144
Persistent link: https://www.econbiz.de/10011995787
Saved in:
40
Relationships between Hofstede's cultural dimensions and tourist satisfaction : a cross-country cross-sample examination
Huang, Songshan
;
Crotts, John
- In:
Tourism management : research, policies, practice
72
(
2019
),
pp. 232-241
Persistent link: https://www.econbiz.de/10011995967
Saved in:
41
What do hotel customers complain about? : text analysis using structural topic model
Hu, Nan
;
Zhang, Ting
;
Gao, Baojun
;
Bose, Indranil
- In:
Tourism management : research, policies, practice
72
(
2019
),
pp. 417-426
Persistent link: https://www.econbiz.de/10011996164
Saved in:
42
Driving employees to serve customers beyond their roles in the Vietnamese hospitality industry : the roles of paternalistic leadership and discretionary HR practices
Luu Trong Tuan
- In:
Tourism management : research, policies, practice
69
(
2018
),
pp. 132-144
Persistent link: https://www.econbiz.de/10011903424
Saved in:
43
Contemplating museums' service failure : extracting the service quality dimensions of museums from negative on-line reviews
Su, Yaohua
;
Teng, Weichen
- In:
Tourism management : research, policies, practice
69
(
2018
),
pp. 214-222
Persistent link: https://www.econbiz.de/10011903454
Saved in:
44
Effect of disruptive customer behaviors on others' overall service experience : an appraisal theory perspective
Cai, Ruiying
;
Lu, Lu
;
Gursoy, Dogan
- In:
Tourism management : research, policies, practice
69
(
2018
),
pp. 330-344
Persistent link: https://www.econbiz.de/10011903532
Saved in:
45
Does service type influence satisfaction? : a case study of Edinburgh Castle
Beattie, Jane M.
;
Schneider, Ingrid E.
- In:
Tourism management : research, policies, practice
67
(
2018
),
pp. 89-97
Persistent link: https://www.econbiz.de/10011841842
Saved in:
46
Testing measurement equivalence of experienced holiday quality : evidence on built-in bias in the Flash Eurobarometer survey data
Gelissen, John
- In:
Tourism management : research, policies, practice
67
(
2018
),
pp. 273-283
Persistent link: https://www.econbiz.de/10011842001
Saved in:
47
The effects of traveling for business on customer satisfaction with hotel services
Radojevic, Tijana
;
Stanisic, Nemanja
;
Stanic, Nenad
; …
- In:
Tourism management : research, policies, practice
67
(
2018
),
pp. 326-341
Persistent link: https://www.econbiz.de/10011842080
Saved in:
48
A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists : the case of Hong Kong
Wu, Hung-Che
;
Cheng, Ching-Chan
;
Ai, Chi-Han
- In:
Tourism management : research, policies, practice
66
(
2018
),
pp. 200-220
Persistent link: https://www.econbiz.de/10011814677
Saved in:
49
Improving frontline service employees' innovative behavior using conflict management in the hospitality industry : the mediating role of engagement
Jung, Hyo Sun
;
Yoon, Hye Hyun
- In:
Tourism management : research, policies, practice
69
(
2018
),
pp. 498-507
Persistent link: https://www.econbiz.de/10011903598
Saved in:
50
Is role stress always harmful? : differentiating role overload and role ambiguity in the challenge-hindrance stressors framework
Lin, Meizhen
;
Ling, Qian
- In:
Tourism management : research, policies, practice
68
(
2018
),
pp. 355-366
Persistent link: https://www.econbiz.de/10011871207
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