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~person:"Chaker, Nawar N."
~person:"Cheng, Bao"
~person:"Gustafsson, Anders"
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Customer service
14
Kundenservice
14
Customer satisfaction
12
Kundenzufriedenheit
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Beziehungsmarketing
11
Dienstleistungsqualität
11
Relationship marketing
11
Service quality
11
Consumer behaviour
10
Konsumentenverhalten
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Salespeople
5
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Work behaviour
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2
Customer incivility
2
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Frontline employee
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Retail trade
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Service
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Austauschtheorie
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Chaker, Nawar N.
Cheng, Bao
Gustafsson, Anders
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
Rui, Huaxia
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
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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
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
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Journal of service research
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The journal of services marketing
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ECONIS (ZBW)
14
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14
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1
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
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:
4
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:
5
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:
6
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:
7
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:
8
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:
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
Does customer incivility undermine employees' service performance?
Cheng, Bao
;
Dong, Yun
;
Zhou, Xing
;
Guo, Gongxing
;
Peng, Yan
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
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