Service Quality and Management
Latest Publications

TOTAL DOCUMENTS

11

(FIVE YEARS 0)

H-INDEX

2

(FIVE YEARS 0)

Published By Deutscher Universitätsverlag

9783824467808, 9783322909817

Latest Documents Most Cited Documents Contributed Authors Related Sources Related Keywords

Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type

Service Quality and Management ◽

10.1007/978-3-322-90981-7_11 ◽

1999 ◽

pp. 275-300 ◽

Cited By ~ 4

Author(s):

Manfred Bruhn ◽

Dominik Georgi

Keyword(s):

Service Quality ◽

Customer Relationship ◽

Benefit Analysis ◽

Relationship Type ◽

Moderating Role

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Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions

Service Quality and Management ◽

10.1007/978-3-322-90981-7_2 ◽

1999 ◽

pp. 5-24 ◽

Cited By ~ 1

Author(s):

Claudia Klausegger ◽

Dieter Scharitzer

Keyword(s):

Service Quality ◽

Quality Perceptions ◽

Longitudinal Approach

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Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents

Service Quality and Management ◽

10.1007/978-3-322-90981-7_9 ◽

1999 ◽

pp. 227-250

Author(s):

Martin Wetzels ◽

Ko de Ruyter

Keyword(s):

Call Center ◽

Perceived Support ◽

And Behavior ◽

Attitudes And Behavior ◽

The Impact

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Quality Management and Organizational Change

Service Quality and Management ◽

10.1007/978-3-322-90981-7_10 ◽

1999 ◽

pp. 251-274

Author(s):

Françoise Chevalier

Keyword(s):

Organizational Change ◽

Quality Management

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The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes

Service Quality and Management ◽

10.1007/978-3-322-90981-7_8 ◽

1999 ◽

pp. 187-226 ◽

Cited By ~ 1

Author(s):

Alexander Decker ◽

Harald Meissner

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Criticality of Critical Incidents in Customer Relationships

Service Quality and Management ◽

10.1007/978-3-322-90981-7_5 ◽

1999 ◽

pp. 89-110 ◽

Cited By ~ 2

Author(s):

Bo Edvardsson ◽

Tore Strandvik

Keyword(s):

Critical Incidents ◽

Customer Relationships

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National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective

Service Quality and Management ◽

10.1007/978-3-322-90981-7_3 ◽

1999 ◽

pp. 25-53 ◽

Cited By ~ 8

Author(s):

Ursula Hansen ◽

Thorsten Hennig-Thurau

Keyword(s):

Customer Satisfaction ◽

Critical Investigation

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Introduction

Service Quality and Management ◽

10.1007/978-3-322-90981-7_1 ◽

1999 ◽

pp. 1-3

Author(s):

Paul Kunst ◽

Jos Lemmink ◽

Bernd Stauss

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Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Parties

Service Quality and Management ◽

10.1007/978-3-322-90981-7_6 ◽

1999 ◽

pp. 111-159

Author(s):

Jan A. Schulp

Keyword(s):

Critical Incidents ◽

Third Parties

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The Link between Customer Satisfaction and Dealer Satisfaction — The Case of the German Car Industry

Service Quality and Management ◽

10.1007/978-3-322-90981-7_4 ◽

1999 ◽

pp. 55-88

Author(s):

Alexander Decker

Keyword(s):

Customer Satisfaction ◽

Car Industry

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