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~accessRights:"restricted"
~person:"Bilgihan, Anil"
~person:"Cai, Ruiying"
~person:"Folse, Judith Anne Garretson"
~person:"Jiang, Jing"
~subject:"China"
~subject:"Dienstleistungsqualität"
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China
Dienstleistungsqualität
Emotion
17
Beziehungsmarketing
11
Consumer behaviour
11
Konsumentenverhalten
11
Relationship marketing
11
Service quality
10
Customer satisfaction
9
Kundenzufriedenheit
9
Customer service
5
Kundenservice
5
Beschwerdemanagement
4
Complaint management
4
Gratitude
3
Mobile communications
3
Mobilkommunikation
3
Appraisal theory
2
Arbeitsverhalten
2
Consumer emotions
2
Lieferantenmanagement
2
Salespeople
2
Satisfaction
2
Service recovery
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Servicescape
2
Supplier relationship management
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Verkaufspersonal
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Work behaviour
2
Affect
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Angst
1
Anticipatory emotions
1
Anxiety
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Arbeitsgruppe
1
Arbeitsleistung
1
Arbeitszufriedenheit
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Attitudes
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Behavioral intentions
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Bilgihan, Anil
Cai, Ruiying
Folse, Judith Anne Garretson
Jiang, Jing
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Kwan, Ho Kwong
4
Peng, Kelly Z.
4
Prentice, Catherine
4
Ahlstrom, David
3
Alnawas, Ibrahim
3
Delcourt, Cécile
3
Grandey, Alicia
3
Han, Heesup
3
Lee, Lindsey
3
Li, Yan
3
Liu, Xiao-Yu
3
Madera, Juan M.
3
Medler-Liraz, Hana
3
Miao, Li
3
Park, Jungkun
3
Qu, Hailin
3
Svensson, Göran
3
Vinh Van Thai
3
Yeh, Shih-Shuo
3
Alrawadieh, Zaid
2
Altinay, Levent
2
Amin, Muslim
2
Arici, Hasan Evrim
2
Ashkanasy, Neal
2
Back, Robin M.
2
Benckendorff, Pierre
2
Bufquin, Diego
2
Cervera-Taulet, Amparo
2
Chang, Kuo-Chien
2
Chen, Xiaohong
2
Chen, Yuanyi
2
Chi, Nai-Wen
2
Cho, Meehee
2
Cobanoglu, Cihan
2
Cooke, Fang Lee
2
Dong, Yanan
2
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International journal of hospitality management
3
Journal of business research : JBR
2
Tourism management : research, policies, practice
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
1
Tourism review
1
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ECONIS (ZBW)
11
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1
Employees' proactive customer service performance in hospitality : impacts of customer mistreatment and team performance pressure
Jiang, Jing
;
Yuan, Yuan
;
Dong, Yanan
;
Dong, Huijuan
- In:
Tourism review
78
(
2023
)
6
,
pp. 1414-1432
Persistent link: https://www.econbiz.de/10014511717
Saved in:
2
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
3
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
4
The better I feel, the better I can do : the role of leaders’ positive affective presence
Jiang, Jing
;
Gu, Huimin
;
Dong, Yanan
;
Tu, Xingyong
- In:
International journal of hospitality management
78
(
2019
),
pp. 251-260
Persistent link: https://www.econbiz.de/10012012756
Saved in:
5
Satisfaction and positive emotions : a comparison of the influence of hotel guests' beliefs and attitudes on their satisfaction and emotions
Sukhu, Anupama
;
Choi, Hyeyoon
;
Bujisic, Milos
; …
- In:
International journal of hospitality management
77
(
2019
),
pp. 51-63
Persistent link: https://www.econbiz.de/10011988431
Saved in:
6
The impact of servicescape on hedonic value and behavioral intentions : the importance of previous experience
Dedeoğlu, Bekir Bora
;
Bilgihan, Anil
;
Ye, Haobin
; …
- In:
International journal of hospitality management
72
(
2018
),
pp. 10-20
Persistent link: https://www.econbiz.de/10011872661
Saved in:
7
Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
Saved in:
8
Effect of disruptive customer behaviors on others' overall service experience : an appraisal theory perspective
Cai, Ruiying
;
Lu, Lu
;
Gursoy, Dogan
- In:
Tourism management : research, policies, practice
69
(
2018
),
pp. 330-344
Persistent link: https://www.econbiz.de/10011903532
Saved in:
9
Service attributes as drivers of behavioral loyalty in casinos : the mediating effect of attitudinal loyalty
Bilgihan, Anil
;
Madanoglu, Melih
;
Ricci, Peter
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 14-21
Persistent link: https://www.econbiz.de/10011528470
Saved in:
10
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:
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