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~subject:"Dienstleistungsqualität"
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The Palgrave Handbook of Servi...
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Dienstleistungsqualität
Services
34
Dienstleistung
32
Kundenintegration
31
Customer integration
30
Service-dominant logic
29
Innovation
28
Service-Dominant Logic
26
Beziehungsmarketing
25
Relationship marketing
25
Value creation
25
Betriebliche Wertschöpfung
24
Dienstleistungssektor
24
Service industry
24
Service quality
23
Service innovation
22
Sweden
21
Schweden
20
Customer satisfaction
17
Innovationsmanagement
17
Consumer behaviour
16
Dienstleistungsinnovation
16
Organisatorischer Wandel
16
Organizational change
16
Innovation management
15
Kundenzufriedenheit
14
Dienstleistungsmarketing
12
Digitalisierung
11
Digitization
11
Konsumentenverhalten
11
Services marketing
11
Lieferantenmanagement
10
Supplier relationship management
10
Beschwerdemanagement
9
Complaint management
9
Nachhaltige Entwicklung
9
Sustainable development
9
Dienstleistungsmanagement
8
Service management
8
Theorie
8
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Free
2
Undetermined
2
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Article
22
Book / Working Paper
1
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Article in journal
21
Aufsatz in Zeitschrift
21
Aufsatz im Buch
2
Book section
2
Collection of articles of several authors
1
Conference proceedings
1
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1
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1
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Language
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English
23
Author
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Edvardsson, Bo
22
Tronvoll, Bård
7
Pareigis, Jörg
3
Arsenovic, Jasenko
2
Enquist, Bo
2
Friman, Margareta
2
Gebauer, Heiko
2
Slåtten, Terje
2
Svari, Sander
2
Svensson, Göran
2
Walter, Ute
2
Xu, Yingzi
2
Bateson, John E. G.
1
Berry, Leonard L.
1
Bitner, Mary Jo
1
Bjurko, Margareta
1
Bowen, David E.
1
Brown, Stephen Walter
1
Chase, Richard B.
1
De Keyser, Arne
1
Di Pietro, Laura
1
Echeverri, Per
1
Fisk, Raymond P.
1
Gruber, Thorsten
1
Grönroos, Christian
1
Guo, Lei
1
Höykinpuro, Ritva
1
Marshall, Roger
1
Olsson, Lars E.
1
Otterbring, Tobias
1
Paiola, Marco
1
Parasuraman, A.
1
Rajagopal, Saisudha
1
Renzi, Maria Francesca
1
Roos, Inger
1
Schneider, Benjamin
1
Strandvik, Tore
1
Ungaro, Veronica
1
Zeithaml, Valarie A.
1
Åkesson, Maria
1
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Institution
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QUIS <13, 2013, Karlstad>
1
Published in...
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Journal of service management
8
International journal of quality and service sciences
3
Managing service quality : MSQ ; an international journal
3
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Marketing letters : a journal of research in marketing
1
Scandinavian journal of management
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
The journal of services marketing
1
The service industries journal
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
23
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Complex service recovery processes : how to avoid triple deviation
Edvardsson, Bo
;
Tronvoll, Bård
;
Höykinpuro, Ritva
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
4
,
pp. 331-349
Persistent link: https://www.econbiz.de/10009266595
Saved in:
3
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
4
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
5
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
6
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
7
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
8
Criticality of critical incidents in customer relationships
Edvardsson, Bo
;
Strandvik, Tore
- In:
Service quality and management
,
(pp. 89-110)
.
1999
Persistent link: https://www.econbiz.de/10001407684
Saved in:
9
Learning from the pioneering founders of the service research field
Bowen, David E.
;
Fisk, Raymond P.
;
Bateson, John E. G.
; …
- In:
Journal of service management
34
(
2023
)
4
,
pp. 605-630
Persistent link: https://www.econbiz.de/10014338196
Saved in:
10
Drivers of customers' service experiences : a study in the restaurant industry
Walter, Ute
;
Edvardsson, Bo
;
Öström, Åsa
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
3
,
pp. 236-258
Persistent link: https://www.econbiz.de/10003980791
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