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~person:"Chaker, Nawar N."
~person:"Cheng, Bao"
~person:"Gustafsson, Anders"
~person:"Rui, Huaxia"
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Search: subject_exact:"Customer service"
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Customer service
18
Kundenservice
18
Beziehungsmarketing
15
Relationship marketing
15
Consumer behaviour
14
Konsumentenverhalten
14
Customer satisfaction
12
Dienstleistungsqualität
12
Kundenzufriedenheit
12
Service quality
12
Salespeople
5
Social Web
5
Social web
5
Verkaufspersonal
5
customer service
5
Arbeitsverhalten
4
Work behaviour
4
Beschwerdemanagement
3
Complaint management
3
Dienstleistung
3
Dienstleistungssektor
3
Emotion
3
Service industry
3
Services
3
Social media
3
Viral marketing
3
Virales Marketing
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complaint management
3
Customer experience
2
Customer incivility
2
Einzelhandel
2
Experience
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Frontline employee
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Retail trade
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Sales
2
Satisfaction
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Service
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Service encounters
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social influence
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19
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Chaker, Nawar N.
Cheng, Bao
Gustafsson, Anders
Rui, Huaxia
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Barnes, Donald C.
5
Beatty, Sharon E.
5
Gremler, Dwayne D.
5
Lyu, Yijing
5
Medler-Liraz, Hana
5
Prentice, Catherine
5
Seger-Guttmann, Tali
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Collier, Joel E.
4
Groth, Markus
4
Shin, Hyunju
4
Subramony, Mahesh
4
Söderlund, Magnus
4
Torres, Edwin N.
4
Walsh, Gianfranco
4
Wang, Chen-Ya
4
Witell, Lars
4
Ye, Yijiao
4
Zablah, Alex R.
4
Abney, Alexandra K.
3
Alkire, Linda
3
Brady, Michael K.
3
Brengman, Malaika
3
Chen, Jing
3
Chi, Nai-Wen
3
Cronin, J. J.
3
De Keyser, Arne
3
Delcourt, Cécile
3
Fan, Alei
3
Ferraro, Carla
3
Folse, Judith Anne Garretson
3
Gauquier, Laurens de
3
Gazzoli, Gabriel
3
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Journal of business research : JBR
3
International journal of hospitality management
2
Journal of management information systems : JMIS
2
Journal of retailing
2
Journal of the Academy of Marketing Science
2
Industrial marketing management : the international journal for industrial and high-tech firms
1
Information systems research : ISR
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
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Journal of service research
1
MIS quarterly
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Management information systems : mis quarterly
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The journal of services marketing
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ECONIS (ZBW)
19
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1
The power of identity cues in text-based customer service : evidence from Twitter
Gao, Yang
;
Rui, Huaxia
;
Sun, Shujing
- In:
MIS quarterly
47
(
2023
)
3
,
pp. 983-1014
Persistent link: https://www.econbiz.de/10014422566
Saved in:
2
Racial bias in customer service : evidence from twitter
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Information systems research : ISR
33
(
2022
)
1
,
pp. 43-54
Persistent link: https://www.econbiz.de/10013188240
Saved in:
3
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
Saved in:
4
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:
5
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:
6
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:
7
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:
8
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:
9
When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Management information systems : mis quarterly
42
(
2018
)
2
,
pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
Saved in:
10
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
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