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~subject:"Service quality"
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Service quality
Consumer behaviour
50
Konsumentenverhalten
48
Beziehungsmarketing
40
Relationship marketing
40
Customer satisfaction
28
Kundenzufriedenheit
26
Meta-analysis
23
Meta-Analyse
22
Dienstleistungsqualität
18
Einzelhandel
14
Retail trade
14
Online retailing
13
Online-Handel
13
Germany
12
Complaint management
11
Deutschland
11
Beschwerdemanagement
10
USA
10
United States
10
Corporate reputation
8
Customer integration
8
Firmenimage
8
Kundenintegration
8
Switching behaviour
8
Wechselverhalten
8
Dienstleistungssektor
7
Emotion
7
Innovation adoption
7
Innovationsakzeptanz
7
Service industry
7
E-commerce
6
Electronic Commerce
6
KMU
6
Marketing
6
SME
6
Salespeople
6
Verkaufspersonal
6
Brand management
5
Customer service
5
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8
Free
4
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Article
17
Book / Working Paper
1
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Article in journal
17
Aufsatz in Zeitschrift
17
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English
18
Author
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Blut, Markus
11
Beatty, Sharon E.
8
Brock, Christian
5
Albrecht, Arne Keno
2
Evanschitzky, Heiner
2
Heirati, Nima
2
Holloway, Betsy Bugg
2
Mittal, Vikas
2
Paluch, Stefanie
2
Schoefer, Klaus
2
Walsh, Gianfranco
2
Becker, Marc
1
Chaney, Damien
1
Chowdhry, Nivriti
1
Chowdhry, Nivritiv
1
Gillson, Stephanie T.
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Harrison, Mary P.
1
Holz, Heiko F.
1
Kenning, Peter
1
Korschun, Daniel
1
Lunardo, Renaud
1
Mencarelli, Rémi
1
Northington, William Magnus
1
Schäfers, Tobias
1
Sirianni, Nancy J.
1
Vivek, Shiri
1
Wang, Cheng
1
Wang, Sijun
1
Wäppling, Anders
1
Wünderlich, Nancy V.
1
Zablah, Alex R.
1
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Journal of service research : JSR
4
Journal of retailing
3
Journal of service research
3
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service theory and practice
1
Journal of the Academy of Marketing Science
1
Psychology & marketing
1
The journal of services marketing
1
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ECONIS (ZBW)
18
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1
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
2
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:
3
Anticipating a service experience
Harrison, Mary P.
;
Beatty, Sharon E.
- In:
Journal of business research : JBR
64
(
2011
)
6
,
pp. 579-585
Persistent link: https://www.econbiz.de/10008988787
Saved in:
4
Betrayal? : relationship quality implications in service recovery
Holloway, Betsy Bugg
;
Wang, Sijun
;
Beatty, Sharon E.
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 385-396
Persistent link: https://www.econbiz.de/10009525724
Saved in:
5
Satisfiers and dissatisfiers in the online environment : a critical incident assessment
Holloway, Betsy Bugg
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
10
(
2007/08
)
4
,
pp. 347-364
Persistent link: https://www.econbiz.de/10003705721
Saved in:
6
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
7
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
8
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
9
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:
10
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:
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