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Measuring customer satisfactio...
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Service quality
Dienstleistungsqualität
22
Beziehungsmarketing
21
Relationship marketing
21
Consumer behaviour
20
Konsumentenverhalten
20
Customer satisfaction
18
Kundenzufriedenheit
18
Theorie
13
Theory
13
Dienstleistungssektor
12
Gesundheitsversorgung
12
Health care
12
Service industry
12
Customer integration
9
Kundenintegration
9
Customer service
8
Dienstleistung
8
Kundenservice
8
Services
8
Beschwerdemanagement
7
Betriebliche Wertschöpfung
7
Complaint management
7
Management
7
Service-Dominant Logic
7
Service-dominant logic
7
Value creation
7
Wissensmanagement
7
Austria
6
Customer experience
6
Lebensqualität
6
Quality of life
6
Satisfaction
6
Österreich
6
Dienstleistungsmarketing
5
Emotion
5
Knowledge management
5
Services marketing
5
Well-being
5
Zufriedenheit
5
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10
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1
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Article
22
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22
Aufsatz in Zeitschrift
22
Language
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English
22
Author
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McColl-Kennedy, Janet R.
22
Patterson, Paul G.
5
Sweeney, Jillian C.
5
Gustafsson, Anders
4
Brady, Michael K.
3
Danaher, Tracey S.
3
Witell, Lars
3
Dagger, Tracey S.
2
Danaher, Peter J.
2
Gallan, Andrew S.
2
Green, Teegan
2
Orsingher, Chiara
2
Sirianni, Nancy J.
2
Smith, Amy K.
2
Snyder, Hannah
2
Surachartkumtonkun, Jiraporn
2
Zaki, Mohamed
2
Aksoy, Lerzan
1
Amonini, Claudia
1
Anderson, Laurel
1
Barakshina, Tatiana
1
Bolton, Ruth N.
1
Breidbach, Christoph F.
1
Butcher, Ken
1
Butten, Kaley
1
Elg, Mattias
1
Field, Joy M.
1
Figueiredo, Bernardo
1
Fotheringham, Darima
1
Frow, Pennie
1
Gain, Alexandria M.
1
Go Jefferies, Josephine
1
Gollnhofer, Johanna Franziska
1
Hansen, David
1
Helkkula, Anu
1
Hibbert, Sally
1
Hogan, Suellen J.
1
Huang, Ming-Hui
1
Lemon, Katherine N.
1
Lervik-Olsen, Line
1
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Published in...
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Journal of service research : JSR
4
Journal of business research : JBR
3
The journal of services marketing
3
Journal of retailing
2
Journal of service management
2
Journal of service research
2
California management review
1
European journal of marketing : EJM
1
International journal of consumer studies
1
International journal of hospitality management
1
Journal of marketing management : MM
1
Journal of the Academy of Marketing Science
1
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ECONIS (ZBW)
22
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1
How professional service firms compete in the market: an exploratory study
Amonini, Claudia
;
McColl-Kennedy, Janet R.
;
Soutar, …
- In:
Journal of marketing management : MM
26
(
2010
)
1/2
,
pp. 28-55
Persistent link: https://www.econbiz.de/10003979622
Saved in:
2
Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
; …
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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
Predictors of customer service training in hospitality firms
Butcher, Ken
;
Sparks, Beverley
;
McColl-Kennedy, Janet R.
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 389-396
Persistent link: https://www.econbiz.de/10003855819
Saved in:
10
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
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