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Year of publication
Subject
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Dienstleistungsqualität 23,175 Service quality 23,175 Customer satisfaction 6,933 Kundenzufriedenheit 6,933 Consumer behaviour 5,161 Konsumentenverhalten 5,161 Beziehungsmarketing 4,654 Relationship marketing 4,654 Qualitätsmanagement 2,881 Quality management 2,830 Wirtschaftsprüfung 2,824 Financial audit 2,822 Krankenhaus 2,333 Hospital 2,328 Gesundheitsversorgung 2,038 Health care 2,038 Gesundheitswesen 1,697 Health care system 1,682 Product quality 1,648 Produktqualität 1,648 Theory 1,454 Theorie 1,453 USA 1,262 United States 1,258 Dienstleistungssektor 1,235 Service industry 1,231 Customer service 1,130 Kundenservice 1,130 Hotel industry 1,057 Hotellerie 1,057 Beschwerdemanagement 1,005 Complaint management 1,005 Deutschland 956 Germany 945 Hochschule 876 Higher education institution 871 Online retailing 864 Online-Handel 864 service quality 864 Patienten 810
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Online availability
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Undetermined 8,562 Free 5,653 CC license 510
Type of publication
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Article 16,717 Book / Working Paper 6,445 Journal 13
Type of publication (narrower categories)
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Article in journal 15,437 Aufsatz in Zeitschrift 15,437 Graue Literatur 1,709 Non-commercial literature 1,709 Arbeitspapier 1,424 Working Paper 1,424 Aufsatz im Buch 1,136 Book section 1,136 Hochschulschrift 522 Thesis 382 Collection of articles of several authors 238 Sammelwerk 238 Conference paper 170 Konferenzbeitrag 170 Case study 155 Fallstudie 155 Aufsatzsammlung 107 Konferenzschrift 97 Conference proceedings 64 Amtsdruckschrift 58 Government document 58 Bibliografie enthalten 57 Bibliography included 57 Collection of articles written by one author 54 Sammlung 54 Reprint 17 Lehrbuch 16 Forschungsbericht 15 Textbook 15 Systematic review 14 Übersichtsarbeit 14 Guidebook 13 Ratgeber 13 Handbook 12 Handbuch 12 Bibliografie 9 Advisory report 8 Gutachten 8 Interview 7 Rezension 7
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Language
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English 21,756 German 1,362 French 33 Spanish 11 Italian 10 Russian 10 Swedish 6 Finnish 4 Polish 4 Danish 3 Dutch 3 Czech 1 Hungarian 1 Portuguese 1 Undetermined 1
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Author
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Siciliani, Luigi 85 Hanushek, Eric Alan 64 Straume, Odd Rune 57 Propper, Carol 56 Rivkin, Steven G. 53 Han, Heesup 52 Brekke, Kurt R. 51 Bruhn, Manfred 49 Mattila, Anna S. 44 Prybutok, Victor R. 39 Gravelle, Hugh 37 Prentice, Catherine 32 Shahin, Arash 31 Pathak, Parag A. 30 Rockoff, Jonah E. 28 Staiger, Douglas 28 Kane, Thomas J. 27 Knechel, W. Robert 26 Law, Rob 26 Wong, IpKin Anthony 26 McColl-Kennedy, Janet R. 25 Usman, Osly 25 Van Reenen, John 25 Figlio, David N. 24 Kain, John F. 24 Zhang, Min 24 Sparks, Beverley 23 Benkenstein, Martin 22 Edvardsson, Bo 22 Angrist, Joshua D. 21 Gaynor, Martin 21 Grabowski, David C. 21 Wirtz, Jochen 21 Brasington, David M. 20 Chi, Wuchun 20 Francis, Jere R. 20 Lisic, Ling Lei 20 McMillan, Robert 20 Omer, Thomas C. 20 Pittman, Jeffrey A. 20
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Institution
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National Bureau of Economic Research 206 OECD 43 IGI Global 27 World Bank 20 Hochschulrektorenkonferenz 19 Springer Fachmedien Wiesbaden 19 European Commission / Joint Research Centre 13 World Bank Group 12 European Foundation for the Improvement of Living and Working Conditions 10 Verlag Dr. Kovač 9 Nomos Verlagsgesellschaft 8 Europäische Kommission 6 Taylor and Francis. 6 European Centre for the Development of Vocational Training 5 European Commission / Directorate-General for the Information Society and Media 5 European Commission / Directorate-General for Education, Youth, Sport and Culture 4 European Commission / Directorate-General for Health and Food Safety 4 OECD / International Transport Forum 4 Weltbank 4 Österreich / Bundesministerium für Verkehr, Innovation und Technologie 4 Books on Demand GmbH <Norderstedt> 3 Christian-Albrechts-Universität zu Kiel 3 Edward Elgar Publishing 3 European Organization for Quality Control 3 European Parliament / Directorate-General for Internal Policies of the Union 3 Europäische Kommission / Generaldirektion Bildung und Kultur 3 Excellence-in-Service-Konferenz <6., 2016, Koblenz> 3 National Institute of Economic and Social Research 3 Organisation for Economic Co-operation and Development 3 Rijksuniversiteit Gent / Faculteit Economie en Bedrijfskunde 3 Shaker Verlag 3 USA / General Accounting Office 3 United States / Congress / House / Committee on the Budget / Task Force on Education and Employment 3 Universität Potsdam 3 Universität Ulm 3 ACA 2 Bad Orber Gespräche <10., 2005, Berlin> 2 Bund-Länder-Kommission für Bildungsplanung und Forschungsförderung 2 Centralʹnyj bank Rossijskoj Federacii 2 Christel DeHaan Tourism and Travel Research Institute <Nottingham> 2
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Published in...
All
International journal of hospitality management 474 Journal of retailing and consumer services 336 The service industries journal 317 Journal of business research : JBR 263 The journal of services marketing 256 Total quality management & business excellence : an official journal of the European Society for Organisational Excellence 227 International journal of contemporary hospitality management 224 NBER working paper series 205 Auditing : a journal of practice & theory 192 NBER Working Paper 187 Working paper / National Bureau of Economic Research, Inc. 178 Journal of hospitality marketing & management 164 Tourism management : research, policies, practice 152 Journal of air transport management 139 International journal of quality & reliability management 138 Services marketing quarterly 136 The TQM journal : the international review of organizational improvement 135 International journal of quality and service sciences 128 Journal of travel and tourism marketing 126 International journal of productivity and quality management : IJPQM 122 Service business 117 Health care management review : the journal for health care management research 113 Journal of service management 112 Cogent business & management 110 The accounting review : a publication of the American Accounting Association 105 International journal of services and operations management 103 Discussion paper series / IZA 102 Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education 99 Journal of service research : JSR 99 Total quality management & business excellence 98 Managerial auditing journal 96 Quality management journal : QMJ 96 Economics of education review 86 Journal of health economics 84 Managing service quality : MSQ ; an international journal 83 International journal of services, economics and management 82 Journal of service research 80 International journal of auditing : IJA 78 Management science : journal of the Institute for Operations Research and the Management Sciences 75 Asia Pacific journal of marketing and logistics 72
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Source
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ECONIS (ZBW) 23,175
Showing 1 - 50 of 23,175
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Customer experiences with service robots in hotels : a review and research agenda
Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - In: Journal of hospitality marketing & management 34 (2025) 2, pp. 145-174
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015189113
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Cybersecurity practices and supply chain performance : the case of Jordanian banks
Al-Khatib, Saleh Fahed; Ibrahim, Yara Yousef; Alnadi, … - In: Administrative Sciences : open access journal 15 (2025) 1, pp. 1-27
This study explores the impact of cybersecurity practices on supply chain performance in the Jordanian banking sector. A survey was used to obtain data from managers and customers. Data from 40 managers' and 250 digital banking customers' surveys were collected, of which 220 were valid to be...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015192955
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E-service failure and recovery strategy in times of crisis : effect on peer attitudes, expectation and future intention
Foroudi, Pantea; Tabaghdehi, S. Asieh Hosseini; Cillo, … - In: Review of managerial science : RMS 19 (2025) 2, pp. 537-571
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015194561
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The rise of person-centered care : effects of single-room nursing home quotas on long-term care
Herr, Annika; Lückemann, Maximilian; Reichert, Arndt R. - 2025
This study examines the implications of the rising person-centered care model on the long-term care market, specifically focusing on the promotion of higher single-room occupancy in nursing homes. We exploit the staggered implementation of a state-level policy that requires nursing homes to meet...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015175369
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Hospital crowding and patient outcomes
Frimmel, Wolfgang; Glaser, Felix; Pruckner, Gerald J. - 2025
Using high-quality administrative data from Upper Austria, we analyze the effect of hospital crowding on patients' short- and medium-term healthcare utilization and labor market outcomes. Focusing on acute inpatient diagnoses, we exploit idiosyncratic variation in daily diagnosis-related...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015176973
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European quality assurance scheme for breast cancer services
European Commission / Joint Research Centre - 2025
The European Commission Initiative on Breast Cancer offers a person-centred quality assurance scheme (the European QA scheme) alongside the European evidence-based guidelines. This initiative aims to support healthcare providers and screening programme organisers, as well as policymakers and...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015323873
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European quality assurance scheme for breast cancer services
European Commission / Joint Research Centre - 2025
The European Commission Initiative on Breast Cancer offers a person-centred quality assurance scheme (the European QA scheme) alongside the European evidence-based guidelines. This initiative aims to support healthcare providers and screening programme organisers, as well as policymakers and...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015323874
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The role of individual dimensions of business relationship quality and business customer value in building loyalty in microfinance
Tegambwage, Amani Gration; Kasoga, Pendo Shukrani - In: Journal of innovation and entrepreneurship : JIE 14 (2025), pp. 1-19
This study examines the efects of individual dimensions of business relationship quality (BRQ), namely trust, respect, and reciprocity, on business customer value (BCV) and customer loyalty (CL) in the microfnance industry. In addition, the study investigates the mediation efects of BCV on the...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015324752
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Audit partner narcissism and audit reports readability : evidence from lead and review audit partners
Rajabalizadeh, Javad; Schadewitz, Hannu - In: Managerial auditing journal 40 (2025) 1, pp. 30-65
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015207203
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Using PLS-SEM and XAI for causal-predictive services marketing research
Goktas, Polat; Dirsehan, Taşkın - In: The journal of services marketing 39 (2025) 1, pp. 53-68
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015207233
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Do patients value the service provided by physicians who overbill? : a willingness-to-pay study using French survey data
Lamiraud, Karine; Vranceanu, Radu P. - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015211738
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Me, Myself, and My AI : how artificial intelligence classification failures threaten consumers' self-expression
Lopes, Ana Rita Gonçalves; Pinto, Diego Costa; … - In: Journal of business research : JBR 186 (2025), pp. 1-16
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015156892
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Tipping privacy : the detrimental impact of observation on non-tip responses
Warren, Nathan B.; Hanson, Sara - In: Journal of business research : JBR 186 (2025), pp. 1-14
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The effect of staffing on objective quality of nursing home care
Bergschneider, Henrik; Heger, Dörte - 2025
Growing needs for long-term care coupled with a dwindling supply of nursing personnel is a common challenge for developed countries. To uphold care standards, many countries introduced measures to safeguard staffing levels, e.g. by introducing minimum staffing regulations for nursing homes....
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015272159
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You want my loyalty? : treat me fairly! : a study of Islamic banking customers in South Africa
Roberts-Lombard, Mornay; Petzer, Daniël Johannes - In: Journal of Islamic marketing 16 (2025) 2, pp. 627-650
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015330306
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Analyzing the relationship between healthcare quality and patient satisfaction in the case of Spain : some panel data evidence
Ortega Perals, Paula; Cruz Rambaud, Salvador; … - In: Disruptions, Diversity, and Ethics in Marketing : First …, (pp. 39-50). 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015117935
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Robots and labor in nursing homes
Lee, Yong Suk; Iizuka, Toshiaki; Eggleston, Karen - In: Labour economics : an international journal 92 (2025), pp. 1-18
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015187113
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Certification bodies' interpretation and application of the ISO 19011 audit process guidelines
Sepeng, Thembekile Debora; Lourens, Ann; Van der Merwe, … - In: International journal of quality & reliability management 42 (2025) 1, pp. 339-355
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015202665
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Responsive and proactive market orientation and hospital financial performance : the mediating effect of service program innovativeness
Dąbrowski, Dariusz; Kukier, Wioletta; Tybińkowska, Anna - In: Journal of entrepreneurship, management and innovation … 21 (2025) 1, pp. 5-23
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015329623
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Healthcare provider bankruptcies
Antill, Samuel; Bai, Jessica; Gandhi, Ashvin; Sabety, … - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015326954
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Employer quality and skilled workers' mobility : evidence from English NHS hospital doctors
Cellini, Stefano; Mello, Marco; Moscelli, Giuseppe - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015332896
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Immigration, workforce composition, and organizational performance : the effect of Brexit on NHS hospital quality
Castro-Pires, Henrique; Fischer, Kai; Mello, Marco; … - 2025
Restrictive immigration policies may force firms to abruptly change their workforce composition. But how does this impact the performance of these organizations? We study the effects of the 2016 Brexit referendum, which led to a drop in the share of EU nationality nurses in English hospitals....
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015332868
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Asymmetric effect of airline customer opinions for service quality attributes : text mining approach
Eum, Seong-Won; Leem, Byunghak - In: Businesses 5 (2025) 1, pp. 1-17
The purpose of this study is to identify airline asymmetric attributes that affect customer satisfaction based on the three-factor theory and to build an Asymmetric Impact-Sentiment Analysis (AISA) for resource allocation prioritization. We identified food and beverage service as a basic factor;...
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015334433
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Measuring an audit quality climate among employees
Kritzinger, Johanna Alida; Barac, Karin - In: International journal of auditing : IJA 29 (2025) 1, pp. 1-33
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015337374
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Are there audit fee premiums for client portfolio management?
Taylor, Stuart D. - In: International journal of auditing : IJA 29 (2025) 1, pp. 111-135
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015337391
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The Big 4 effect for new audit services : the case of the Danish COVID-19 fixed-cost business-support scheme
Holm, Morten; Johansen, Thomas Riise - In: International journal of auditing : IJA 29 (2025) 1, pp. 136-159
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015337397
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Fresh-look effect of audit firm and audit partner rotations? : evidence from European key audit matters
Federsel, Florian Philipp - In: International journal of auditing : IJA 29 (2025) 1, pp. 160-187
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015337398
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Bibliometric analysis of key variables in tourism : destination, competitiveness, image, quality, and tourist satisfaction (2000–2023)
Pereira, José Marques; Almeida, Paulo; Almeida, … - In: Administrative Sciences : open access journal 15 (2025) 2, pp. 1-22
In the scientific literature on tourism, a set of variables is frequently utilized. The objective of this study is to analyze the scenario of scientific publications on these variables between 2000 and 2023. This analysis employs a bibliometric approach, utilizing data collected from the Scopus...
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Boosting efficiency and quality in EU public services : the need for a European multi-cloud-first strategy
Bauer, Matthias; Dugo, Andrea; Pandya, Dyuti; Sharma, Vanika - 2025
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Mapping excellence in teacher education : the role of centers of excellence in teacher quality
Sinsay-Villanueva, Leih Maruss V.; Garcia, Glenda Darlene V. - 2025
As part of the reforms introduced following the first Congressional Commission on Education (EDCOM) in 1994, the Teacher Education Council (TEC) was tasked with identifying and establishing Centers of Excellence (COEs) in teacher education in the Philippines, before it was relegated to the...
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Service competition in two-tier healthcare markets with heterogeneous patients balking
Miao, Yuanbing; Cai, Xiaoqing; Lan, Yanfei; Zhao, Ruiqing; … - In: Journal of management science and engineering 10 (2025) 1, pp. 18-36
Recently, public and private providers within two-tier healthcare markets have engaged in a fierce competition for patients, which is significantly influenced by patients' multifaceted sensitivities to delays and payments, particularly when patients' potential balking is considered. However,...
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The effect of teacher training and community literacy programming on teacher and student outcome
Chimbutane, Feliciano; Karachiwalla, Naureen; Herrera, … - 2025
Motivated by extremely low levels of basic reading skills in sub-Saharan Africa, we experimentally evaluate two interventions designed to enhance students' early-grade literacy performance in rural Mozambique: a relatively light-touch teacher training in early-grade literacy along with the...
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Does your doctor matter?
Ginja, Rita; Riise Kolstad, Julie; Willage, Barton; … - 2025
We estimate doctor value-added (VA) combining population-wide patient-doctor register data with exogenous variation in the assignment of patients to GPs. We find substantial variation in the quality of GPs as measured by patients' post-assignment mortality. Certain doctor characteristics and...
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National culture as a factor in visitors' evaluations of hotel services
Wąsowicz-Zaborek, Elżbieta - 2025
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Do health care quality improvement policies work for all? : distributional effects by baseline quality in South Africa
McGuire, Finn; Smith, Peter; Stacey, Nicholas; Edoka, Ijeoma - In: Health economics 34 (2025) 1, pp. 175-199
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The influence of cost on customer satisfaction in e-commerce logistics : mediating roles of service quality, technology usage, transportation time, and production condition
Sasiprapha Asawawibul; Khahan Na-Nan; Kaptun Pinkajay; … - In: Journal of open innovation : technology, market, and … 11 (2025) 1, pp. 1-12
This study investigates the mediating roles of technology usage, service quality, transportation time, and product condition in the relationship between cost and customer satisfaction in the online retail logistics sector. Data were collected from 316 online sellers in Thailand, and the PROCESS...
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A systematic review of theoretical, methodological, contextual, and content-related foundations of customer delight research
Stange, Raphael; Scheffler, Paul; Henseler, Jörg - 2025
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Towards societal satisfaction in a fifth generation of quality : the sustainability model
Deleryd, Mats; Fundin, Anders - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015338621
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Fifteen years of research on customer loyalty formation : a meta-analytic structural equation model
So, Kevin Kam Fung; Yang, Yang; Li, Xiang - In: The Cornell hospitality quarterly 66 (2025) 2, pp. 253-272
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015371704
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A value-based healthcare approach : patchy institutionalized logics infusing managers' VBHC perceptions
Møberg, Kristoffer Dahl; Malmmose, Margit - In: Financial accountability and management 41 (2025) 1, pp. 19-41
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015372830
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The model for development of service quality according to Shariah principles to increase the competitiveness of hotel in Hatyai District, Songkhla Province, Thailand
Thudam, Parichat - In: Thailand and the world economy 43 (2025) 1, pp. 136-153
Muslim tourists are a large and growing tourism market. Hat Yai District, Songkhla Province, is the center of trade and business in the southern region. However, the number of Shariah-compliant hotels is few, and the services do not respond to the needs of Muslim tourists. This study aimed to...
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Emotional energy : when customer interactions energize service employees
Cayla, Julien; Auriacombe, Brigitte - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015374132
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The aggregate release of third-party online sales data and audit quality improvement
Chen, Ning; Fang, Junxiong - In: China journal of accounting research : CJAR 18 (2025) 1, pp. 1-23
Corporate online sales data are embedded with high informational value. Focusing on auditors who are concerned about information quality, this paper systematically tests the governance effect of releasing third-party online sales data on audit quality. Using the first aggregate release of online...
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Capacity constraints and inefficient service delivery : theory and evidence from nursing facilities
Saruya, Hiroki; Takahashi, Masaki - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015337976
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The influence of employment quality on employee health complaints : a parallel mediation model
Davcheva, Marija; González-Romá, Vicente; Hernández, Ana - In: Journal of business and psychology 40 (2025) 1, pp. 39-55
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015339621
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The implementation of the KAM reforms in Saudi Arabia : stakeholder perspectives on the audit expectations gap
Al Qahtani, Saeed; Duc Hong Thi Phan; Kend, Michael; … - In: International journal of auditing : IJA 29 (2025) 2, pp. 243-259
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015375222
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Board members' outside directorships and the demand for audit quality : large sample evidence from private firms
Alexeyeva, Irina - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015359127
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Absenteeism and firm performance : evidence from retail
Alfitian, Jakob - 2025
This study examines the relationship between absenteeism and firm performance using data on 1,387 stores of a retail chain, combined with public health data, covering a 36-month period. Crucially, the relationship between absenteeism and sales is not monotonic. Instead, it exhibits an inverted...
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An interplay between digital banking services, perceived risks, customers' expectations, and customers' satisfaction
Rakocevic, Sladjana Barjaktarovic; Rakic, Nela; … - 2025
Advancements in technology and emerging digital trends are driving the expectations of bank clients. With the development of new, innovative technologies, the banking sector has started creating new products and services and looking for new channels through which to offer those services in a way...
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The rise of human-machine collaboration : managers' perceptions of leveraging artificial intelligence for enhanced B2B service recovery
Ameen, Nisreen; Pagani, Margherita; Pantano, Eleonora; … - 2025
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015359481
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