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accessRights:"restricted"
~person:"Alkire, Linda"
~person:"Barnes, Donald C."
~person:"Wang, Chen-Ya"
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Search: subject_exact:"Customer service"
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Customer service
12
Kundenservice
12
Customer satisfaction
9
Kundenzufriedenheit
9
Beziehungsmarketing
8
Consumer behaviour
8
Konsumentenverhalten
8
Relationship marketing
8
Dienstleistungsqualität
6
Service quality
6
Customer delight
3
Emotion
3
Salespeople
3
Service encounter
3
Verkaufspersonal
3
Artificial intelligence
2
Customer experience
2
Dienstleistungssektor
2
Frontline employees
2
Gastgewerbe
2
Hospitality industry
2
Künstliche Intelligenz
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Satisfaction
2
Service industry
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Adaptability
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Arbeitszufriedenheit
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Artificial intelligence (AI)
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Business ethics
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Communication
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Communication accommodation
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Consumption value
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Counterfeit
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Creativity
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Cross-cultural management
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Cross-cultural relations
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Customer feedback
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Customer ingratiation
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12
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Alkire, Linda
Barnes, Donald C.
Wang, Chen-Ya
Gustafsson, Anders
8
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Beatty, Sharon E.
5
Gremler, Dwayne D.
5
Lyu, Yijing
5
Medler-Liraz, Hana
5
Prentice, Catherine
5
Rui, Huaxia
5
Seger-Guttmann, Tali
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Collier, Joel E.
4
Groth, Markus
4
Shin, Hyunju
4
Subramony, Mahesh
4
Söderlund, Magnus
4
Torres, Edwin N.
4
Walsh, Gianfranco
4
Witell, Lars
4
Ye, Yijiao
4
Zablah, Alex R.
4
Abney, Alexandra K.
3
Brady, Michael K.
3
Brengman, Malaika
3
Chaker, Nawar N.
3
Chen, Jing
3
Cheng, Bao
3
Chi, Nai-Wen
3
Cronin, J. J.
3
De Keyser, Arne
3
Delcourt, Cécile
3
Fan, Alei
3
Ferraro, Carla
3
Folse, Judith Anne Garretson
3
Gauquier, Laurens de
3
Gazzoli, Gabriel
3
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The journal of services marketing
3
Journal of business research : JBR
2
European journal of marketing
1
International journal of hospitality management
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Service business
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
12
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12
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1
Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The
;
Gip, Huy
;
Guchait, Priyanko
;
Wang, Chen-Ya
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
Saved in:
2
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
3
It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
Saved in:
4
Frontline encounters of the AI kind : an evolved service encounter framework
Robinson, Stacey
;
Orsingher, Chiara
;
Alkire, Linda
;
De …
- In:
Journal of business research : JBR
116
(
2020
),
pp. 366-376
Persistent link: https://www.econbiz.de/10012257622
Saved in:
5
Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.
;
Barnes, Donald C.
;
Abney, Alexandra K.
; …
- In:
Journal of business research : JBR
84
(
2018
),
pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
Saved in:
6
Illegitimate returns as a trigger for customers' ethical dissonance
Seger-Guttmann, Tali
;
Vilnai-Yavetz, Iris
;
Wang, Chen-Ya
; …
- In:
Journal of retailing and consumer services
45
(
2018
),
pp. 120-131
Persistent link: https://www.econbiz.de/10011929912
Saved in:
7
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
8
The role of delight in driving repurchase intentions
Meyer, Tracy
;
Barnes, Donald C.
;
Friend, Scott B.
- In:
The journal of personal selling & sales management : JPSSM
37
(
2017
)
1
,
pp. 61-71
Persistent link: https://www.econbiz.de/10011690136
Saved in:
9
When customers want to become frontline employees : an exploratory study of decision factors and motivation types
Wang, Chen-Ya
;
Guchait, Priyanko
;
Chiang, Cheng-Hsin
; …
- In:
Service business
11
(
2017
)
4
,
pp. 871-900
Persistent link: https://www.econbiz.de/10011915017
Saved in:
10
The interplay of customer experience and commitment
Keiningham, Timothy
;
Ball, Joan
;
Benoit, Sabine
;
Bruce, …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 148-160
Persistent link: https://www.econbiz.de/10011654644
Saved in:
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