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accessRights:"restricted"
~person:"Alkire, Linda"
~person:"Barnes, Donald C."
~person:"Ye, Yijiao"
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Customer service
12
Kundenservice
12
Beziehungsmarketing
8
Customer satisfaction
8
Dienstleistungsqualität
8
Kundenzufriedenheit
8
Relationship marketing
8
Service quality
8
Consumer behaviour
6
Konsumentenverhalten
6
Proactive customer service performance
4
Customer delight
3
Emotion
3
Performance measurement
3
Performance-Messung
3
Service encounter
3
Arbeitszufriedenheit
2
Customer experience
2
Dienstleistungssektor
2
Job satisfaction
2
Satisfaction
2
Service industry
2
Adaptability
1
Arbeitsverhalten
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Artificial intelligence
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Artificial intelligence (AI)
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Counterfeit
1
Customer feedback
1
Customer orientation
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Deservingness
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Dienstleistung
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Dienstleistungsberufe
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Effort
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Einzelhandel
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Emotional exhaustion
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Empathy
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12
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Alkire, Linda
Barnes, Donald C.
Ye, Yijiao
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
Wang, Chen-Ya
4
Witell, Lars
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
International journal of contemporary hospitality management
2
Journal of business research : JBR
2
Asia Pacific journal of management
1
European journal of marketing
1
International journal of hospitality management
1
Journal of service theory and practice : JSTP
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
12
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1
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:
2
Killing the service fire : leader aggressive humour undermines hospitality employees' proactive customer service performance
Sun, Zhuanzhuan
;
He, Yanzhen
;
Liu, Xiao-Xiao
;
Ye, Yijiao
- In:
International journal of contemporary hospitality management
35
(
2023
)
3
,
pp. 933-950
Persistent link: https://www.econbiz.de/10013546094
Saved in:
3
From shared leadership to proactive customer service performance : a multilevel investigation
Ji, Lijian
;
Ye, Yijiao
;
Deng, Xincai
- In:
International journal of contemporary hospitality management
34
(
2022
)
11
,
pp. 3944-3961
Persistent link: https://www.econbiz.de/10013413248
Saved in:
4
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:
5
Family ostracism and proactive customer service performance : an explanation from conservation of resources theory
Ye, Yijiao
;
Zhu, Hong
;
Chen, Yuanyi
;
Kwan, Ho Kwong
; …
- In:
Asia Pacific journal of management
38
(
2021
)
2
,
pp. 645-667
Persistent link: https://www.econbiz.de/10012542628
Saved in:
6
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:
7
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:
8
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:
9
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:
10
Exploring the dynamic effect of multi-quality attributes on overall satisfaction : the case of incentive events
Zhu, Hong
;
Lyu, Yijing
;
Deng, Xincai
;
Ye, Yijiao
- In:
International journal of hospitality management
64
(
2017
),
pp. 62-72
Persistent link: https://www.econbiz.de/10011731682
Saved in:
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