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subject:"Arbeitsverhalten"
~person:"Svensson, Göran"
~subject:"Service quality"
~subject:"Work behaviour"
~type_genre:"Article in journal"
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Arbeitsverhalten
Service quality
Work behaviour
Emotion
7
Beschwerdemanagement
5
Complaint management
5
Consumer behaviour
5
Dienstleistungsqualität
5
Konsumentenverhalten
5
Customer satisfaction
4
Kundenzufriedenheit
4
Negative emotions
3
Airline
2
Beziehungsmarketing
2
Customer service
2
Dienstleistungssektor
2
Fluggesellschaft
2
Hospital
2
Krankenhaus
2
Kundenservice
2
Mexico
2
Mexiko
2
Relationship marketing
2
Service industry
2
Service provider
2
Service recovery
2
Airport
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Critical incident
1
Critical incidents
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Dienstleistungsmanagement
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Flughafen
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Multinationales Unternehmen
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Norway
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Norwegen
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Puerto Rico
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Service management
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Services
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Article in journal
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Svensson, Göran
Hur, Won-Moo
10
Groth, Markus
7
Vandenberghe, Christian
7
De Clercq, Dirk
6
Grandey, Alicia
6
Han, Heesup
6
Medler-Liraz, Hana
6
Ladhari, Riadh
5
Moon, Tae Won
5
Prentice, Catherine
5
Qu, Hailin
5
Rafaeli, Anat
5
Vinh Van Thai
5
Fan, Xiucheng
4
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Humphrey, Ronald H.
4
Koopman, Joel
4
Kwan, Ho Kwong
4
Liu, Yan
4
McColl-Kennedy, Janet R.
4
Miao, Li
4
Ren, Shuang
4
Scott, Brent A.
4
Seger-Guttmann, Tali
4
Slåtten, Terje
4
Spector, Paul E.
4
Surachartkumtonkun, Jiraporn
4
Vázquez Casielles, Rodolfo
4
Walsh, Gianfranco
4
Yam, Kai Chi
4
Allen, Joseph A.
3
Alnawas, Ibrahim
3
Altinay, Levent
3
Amin, Muslim
3
Ashforth, Blake E.
3
Azeem, Muhammad Umer
3
Bakker, Arnold B.
3
Barnes, Christopher M.
3
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International journal of quality and service sciences
2
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
The journal of services marketing
1
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ECONIS (ZBW)
5
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1
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
2
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
3
Negative emotions in Mexican, Puerto Rican and Spanish hospitals : a multinational assessment of service settings
Otero-Neira, Carmen
;
Padin, Carmen
;
Sosa Varela, Juan Carlos
- In:
International journal of quality and service sciences
8
(
2016
)
1
,
pp. 17-37
Persistent link: https://www.econbiz.de/10011558917
Saved in:
4
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
5
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
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