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~accessRights:"restricted"
~language:"eng"
~person:"Gustafsson, Anders"
~subject:"Beziehungsmarketing"
~subject:"Retail trade"
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Beziehungsmarketing
Retail trade
Customer satisfaction
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Customer service
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Dienstleistungsqualität
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8
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8
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Gustafsson, Anders
Barnes, Donald C.
5
Beatty, Sharon E.
5
Baker, Melissa A.
4
Collier, Joel E.
4
Rui, Huaxia
4
Van Vaerenbergh, Yves
4
Voorhees, Clay M.
4
Chaker, Nawar N.
3
Ferraro, Carla
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Mortimer, Gary
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Witell, Lars
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Yoo, Jaewon
3
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3
Abney, Alexandra K.
2
Alavi, Sascha
2
Albrecht, Arne Keno
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Ambika, Anupama
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Bagherzadeh, Ramin
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Brady, Michael K.
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Journal of the Academy of Marketing Science
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The journal of services marketing
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ECONIS (ZBW)
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The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
2
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
3
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
4
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
5
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
6
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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