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subject:"Consumer behaviour"
~person:"Bani-Melhem, Shaker"
~person:"Tsarenko, Yelena"
~subject:"Dienstleistungsqualität"
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Consumer behaviour
Dienstleistungsqualität
Coping strategy
8
Coping-Strategie
8
Arbeitsverhalten
5
Work behaviour
5
Arbeitszufriedenheit
4
Job satisfaction
4
Service quality
4
Beschwerdemanagement
3
Complaint management
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Innovation
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Konsumentenverhalten
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Beziehungsmarketing
2
Career development
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Customer satisfaction
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Customer service
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Emotion
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Innovative behaviours
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Karriereplanung
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Kundenservice
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Kundenzufriedenheit
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Occupational attainment
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Relationship marketing
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career adaptability
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focus on opportunity
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resilience
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work-related curiosity
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Abusive Supervision
1
Abusive supervision
1
Arbeitskräfte
1
Arbeitsmobilität
1
Australia
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Australien
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Capacity to satisfy customers
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Customer incivility
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Bani-Melhem, Shaker
Tsarenko, Yelena
Dyen, Margot
2
Guillemot, Samuel
2
Han, Dahee
2
Lowrey, Tina M.
2
Shrum, L. J.
2
Strizhakova, Yuliya
2
Tamaro, Annick
2
Xie, Chaowu
2
Zhang, Jiangchi
2
Abu Khait, Rawan
1
Adamus, Magdalena
1
Agrawal, Nidhi
1
Al-Hawari, Mohd Ahmad
1
Ali, Faizan
1
Alm, Siril
1
Amatulli, Cesare
1
Anderson, Sidney
1
Apaolaza, Vanessa
1
Ates, Zelal
1
Awa, Hart Okorie
1
Ball, Joan P.
1
Bardhi, Fleura
1
Bartuševičienė, Ilona
1
Bavaresco, Vera
1
Belk, Russell W.
1
Berloffa, Gabriella
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Bermes, Alena
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Beruchashvili, Mariam
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Blaurock, Marah
1
Boost, Marie
1
Bose Godbole, Mousumi
1
Botelho, Nara Lúcia Poli
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European journal of marketing : EJM
1
Journal of business and psychology
1
Journal of service research : JSR
1
The journal of services marketing
1
Total quality management & business excellence
1
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ECONIS (ZBW)
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Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Bani-Melhem, Shaker
;
Abu Khait, Rawan
;
Faridahwati Mohd …
- In:
Total quality management & business excellence
33
(
2022
)
3
,
pp. 278-296
Persistent link: https://www.econbiz.de/10013166863
Saved in:
2
Do frontline employees cope effectively with abusive supervision and customer incivility? : testing the effect of employee resilience
Al-Hawari, Mohd Ahmad
;
Bani-Melhem, Shaker
;
Quratulain, …
- In:
Journal of business and psychology
35
(
2020
)
2
,
pp. 223-240
Persistent link: https://www.econbiz.de/10012226862
Saved in:
3
Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain
Tsarenko, Yelena
;
Strizhakova, Yuliya
- In:
European journal of marketing : EJM
47
(
2013
)
1/2
,
pp. 71-92
Persistent link: https://www.econbiz.de/10009718551
Saved in:
4
"I'm mad and I can't get that service failure off my mind" : coping and rumination as mediators of anger effects on customer intentions
Strizhakova, Yuliya
;
Tsarenko, Yelena
;
Ruth, Julie A.
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 414-429
Persistent link: https://www.econbiz.de/10009673023
Saved in:
5
A transactional model of forgiveness in the service failure context : a customer-driven approach
Tsarenko, Yelena
;
Tojib, Dewi Rooslani
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 381-392
Persistent link: https://www.econbiz.de/10009272204
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