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~accessRights:"restricted"
~person:"Ali, Muhammad"
~person:"Folse, Judith Anne Garretson"
~subject:"Consumer emotions"
~subject:"Dienstleistungsqualität"
~subject:"Frontline employees"
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Consumer emotions
Dienstleistungsqualität
Frontline employees
Emotion
10
Beziehungsmarketing
6
Relationship marketing
6
Consumer behaviour
4
Customer satisfaction
4
Konsumentenverhalten
4
Kundenzufriedenheit
4
Customer service
3
Gratitude
3
Kundenservice
3
Service quality
3
Empathy
2
Lieferantenmanagement
2
Salespeople
2
Social exchange theory
2
Supplier relationship management
2
Verkaufspersonal
2
Affect
1
Anticipatory emotions
1
Appraisal theory
1
Arbeitsleistung
1
Arbeitsmobilität
1
Arbeitsverhalten
1
Arbeitszufriedenheit
1
Austauschtheorie
1
Bank
1
Bankgeschäft
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Banking and service industries
1
Banking services
1
Beschwerdemanagement
1
Buyer-seller relationships
1
COR theory
1
Cognitive appraisal theory
1
Cognitive appraisals
1
Complaint management
1
Confidence
1
Consumer aggression
1
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Ali, Muhammad
Folse, Judith Anne Garretson
Bilgihan, Anil
4
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Prentice, Catherine
4
Alnawas, Ibrahim
3
Altinay, Levent
3
Cai, Ruiying
3
Cobanoglu, Cihan
3
Delcourt, Cécile
3
Grandey, Alicia
3
Han, Heesup
3
Lee, Lindsey
3
Madera, Juan M.
3
Medler-Liraz, Hana
3
Miao, Li
3
Okumus, Fevzi
3
Park, Jungkun
3
Qu, Hailin
3
Svensson, Göran
3
Vinh Van Thai
3
Yeh, Shih-Shuo
3
Alrawadieh, Zaid
2
Amin, Muslim
2
Arici, Hasan Evrim
2
Back, Robin M.
2
Bufquin, Diego
2
Bujisic, Milos
2
Cervera-Taulet, Amparo
2
Chang, Kuo-Chien
2
Chi, Nai-Wen
2
Dong, Yanan
2
Gremler, Dwayne D.
2
Gursoy, Dogan
2
Han, Spring H.
2
Han, Su-Jin
2
Hanks, Lydia
2
Houston, Lawrence
2
Hyun, Hyowon
2
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Journal of business research : JBR
2
International journal of bank marketing
1
The journal of services marketing
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
5
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1
Frontline employees' performance in the financial services industry : the significance of trust, empathy and consumer orientation
Raza, Basharat
;
Onge, Sylvie St.
;
Ali, Muhammad
- In:
International journal of bank marketing
41
(
2023
)
3
,
pp. 527-549
Persistent link: https://www.econbiz.de/10014267103
Saved in:
2
Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model
Ali, Muhammad
;
Raza, Syed Ali
- In:
Total quality management & business excellence : an …
28
(
2017
)
5/6
,
pp. 559-577
Persistent link: https://www.econbiz.de/10011723722
Saved in:
3
Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth
;
Folse, Judith Anne Garretson
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
Saved in:
4
The road to customer loyalty paved with service customization
Bock, Dora E.
;
Magnus, Stephanie M.
;
Folse, Judith Anne …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 3923-3932
Persistent link: https://www.econbiz.de/10011553788
Saved in:
5
The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.
;
Folse, Judith Anne Garretson
; …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
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