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isPartOf:"Services marketing quarterly"
~isPartOf:"Journal of service theory and practice"
~person:"Cui, Jinsheng"
~person:"Gillson, Stephanie T."
~subject:"Konsumentenverhalten"
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Konsumentenverhalten
Beziehungsmarketing
2
Consumer behaviour
2
Customer service
2
Kundenservice
2
Relationship marketing
2
Anticipated trust
1
Beschwerdemanagement
1
Brand management
1
Brand switching intention
1
Burnout due-to-customers
1
COR theory
1
Complaint management
1
Confidence
1
Coronavirus
1
Customer misbehaviors
1
Customer rule violations
1
Customer satisfaction
1
Customer workplace stressors
1
Dienstleistungsqualität
1
Frontline employees
1
Kundenzufriedenheit
1
Markenführung
1
Robot
1
Roboter
1
Service failure
1
Service quality
1
Service robot
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Stress
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Tolerance
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Vertrauen
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Work stress
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Cui, Jinsheng
Gillson, Stephanie T.
Casidy, Riza
2
Aguirre-Rodriguez, Alexandra
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Bavalur, Amulya Sai
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Beatty, Sharon E.
1
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1
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Guo, Zhaoyang
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Li, Yi
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Lin, Liming
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Mattila, Anna S.
1
Mele, Cristina
1
Montoya, Detra Y.
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Nair, Meeta
1
Northington, William Magnus
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Paswan, Audhesh
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Quach, Sara
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Rafaeli, Anat
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Services marketing quarterly
Journal of service theory and practice
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ECONIS (ZBW)
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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
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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