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~person:"Chaker, Nawar N."
~person:"Cheng, Bao"
~person:"Delcourt, Cécile"
~person:"Gustafsson, Anders"
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Customer service
17
Kundenservice
17
Dienstleistungsqualität
14
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Customer satisfaction
12
Kundenzufriedenheit
12
Beziehungsmarketing
11
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Chaker, Nawar N.
Cheng, Bao
Delcourt, Cécile
Gustafsson, Anders
Cook, Sarah
6
Kippenberger, T
6
Lyu, Yijing
6
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Barnes, Donald C.
5
Beatty, Sharon E.
5
Gremler, Dwayne D.
5
Macaulay, Steve
5
Medler-Liraz, Hana
5
Prentice, Catherine
5
Rui, Huaxia
5
Seger-Guttmann, Tali
5
Shin, Hyunju
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Collier, Joel E.
4
Daugherty, Patricia J.
4
Groth, Markus
4
Lewis, Barbara R.
4
Lin, Binshan
4
Marr, Norman E.
4
Subramony, Mahesh
4
Söderlund, Magnus
4
Torres, Edwin N.
4
Walsh, Gianfranco
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Wang, Chen-Ya
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Witell, Lars
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Ye, Yijiao
4
Zablah, Alex R.
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Zhou, Xing
4
Abney, Alexandra K.
3
Alkire, Linda
3
Ambika, Anupama
3
Brady, Michael K.
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Brengman, Malaika
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Journal of business research : JBR
3
International journal of hospitality management
2
Journal of retailing
2
Journal of the Academy of Marketing Science
2
A Research Agenda for Service Marketing
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of hospitality marketing & management
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Journal of retailing and consumer services
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Journal of service management
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ECONIS (ZBW)
17
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1
Emotions in service encounters : a review and research agenda
Delcourt, Cécile
- In:
A Research Agenda for Service Marketing
,
(pp. 93-129)
.
2024
Persistent link: https://www.econbiz.de/10014517956
Saved in:
2
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:
3
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
4
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:
5
Customer-focused voice and rule-breaking in the frontlines
Gazzoli, Gabriel
;
Chaker, Nawar N.
;
Zablah, Alex R.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
2
,
pp. 388-409
Persistent link: https://www.econbiz.de/10012819765
Saved in:
6
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:
7
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
8
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
9
Can customer loyalty to a salesperson be harmful? : examining customer perceptions of salesperson emotional labor strategies post ethical transgressions
Chaker, Nawar N.
;
Beeler, Lisa L.
;
Delpechitre, Duleep
- In:
Industrial marketing management : the international …
96
(
2021
),
pp. 238-253
Persistent link: https://www.econbiz.de/10013194581
Saved in:
10
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
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