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Consumer behaviour
Service quality
27
Dienstleistungsqualität
26
Relationship marketing
24
Beziehungsmarketing
23
Konsumentenverhalten
23
Customer satisfaction
22
Kundenzufriedenheit
22
Dienstleistungssektor
14
Service industry
14
Health care
13
Gesundheitsversorgung
12
Customer service
11
Kundenservice
11
Beschwerdemanagement
10
Complaint management
10
Customer integration
9
Dienstleistung
9
Kundenintegration
9
Services
9
Services marketing
9
Customer experience
8
Dienstleistungsmarketing
8
Betriebliche Wertschöpfung
7
Emotion
7
Satisfaction
7
Service-Dominant Logic
7
Service-dominant logic
7
Value creation
7
Lebensqualität
6
Quality of life
6
Service innovation
6
Well-being
6
Resource integration
5
Zufriedenheit
5
Australia
4
Australien
4
Business services
4
Customer value
4
Experience
4
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English
23
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McColl-Kennedy, Janet R.
22
Gustafsson, Anders
4
Patterson, Paul G.
4
Bradley, Graham L.
2
Brady, Michael K.
2
Danaher, Tracey S.
2
Jimmieson, Nerina L.
2
Lemon, Katherine N.
2
Orsingher, Chiara
2
Smith, Amy K.
2
Snyder, Hannah
2
Surachartkumtonkun, Jiraporn
2
Tombs, Alastair G.
2
Witell, Lars
2
Zaki, Mohamed
2
Zapf, Dieter
2
Anderson, Laurel
1
Ashkanasy, Neal M.
1
Bolton, Ruth N.
1
Butten, Kaley
1
Cheung, Lilliemay
1
Coote, Leonard V.
1
Dagger, Tracey S.
1
Elg, Mattias
1
Field, Joy M.
1
Ford, Robert C.
1
Fotheringham, Darima
1
Friman, Margareta
1
Gallan, Andrew S.
1
Green, Teegan
1
Hansen, David
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Helkkula, Anu
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Hogan, Suellen J.
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Huang, Ming-Hui
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Jaakkola, Elina
1
Klaus, Philipp
1
Lervik-Olsen, Line
1
Li, Jane
1
Neely, Andy D.
1
Nguyen, Doan
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Journal of service research : JSR
3
European journal of marketing : EJM
2
Journal of business research : JBR
2
Journal of retailing
2
Journal of service management
2
Journal of service research
2
The journal of services marketing
2
Australasian marketing journal
1
Business horizons
1
Emotions and organizational dynamism
1
Individual and organizational perspectives on emotion management and display
1
International journal of consumer studies
1
Journal of the Academy of Marketing Science
1
Psychology & marketing
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ECONIS (ZBW)
23
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1
Social and spatial influence of customers on other customers in the social-servicescape
Tombs, Alastair G.
;
McColl-Kennedy, Janet R.
- In:
Australasian marketing journal
18
(
2010
)
3
,
pp. 120-131
Persistent link: https://www.econbiz.de/10008653819
Saved in:
2
Task-relationship-self : a framework for understanding service encounter behaviors
Bradley, Graham L.
;
Sparks, Beverley
;
Zapf, Dieter
; …
- In:
Psychology & marketing
30
(
2013
)
6
,
pp. 512-528
Persistent link: https://www.econbiz.de/10009775023
Saved in:
3
Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.
;
McColl-Kennedy, Janet R.
;
Dagger, Tracey S.
- In:
European journal of marketing : EJM
46
(
2012
)
9
,
pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Saved in:
4
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
5
Opportunistic customer claiming during service recovery
Wirtz, Jochen
;
McColl-Kennedy, Janet R.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 654-675
Persistent link: https://www.econbiz.de/10008747760
Saved in:
6
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:
7
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
8
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:
9
Fresh perspectives on customer experience
McColl-Kennedy, Janet R.
;
Gustafsson, Anders
;
Jaakkola, …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 430-435
Persistent link: https://www.econbiz.de/10011418250
Saved in:
10
Organizational strategies for filling the customer can-do/must-do gap
Ford, Robert C.
;
McColl-Kennedy, Janet R.
- In:
Business horizons
58
(
2015
)
4
,
pp. 459-468
Persistent link: https://www.econbiz.de/10011300878
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