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~accessRights:"restricted"
~person:"Folse, Judith Anne Garretson"
~person:"Guchait, Priyanko"
~subject:"Complaint management"
~subject:"Empathy"
~subject:"Service customization"
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Complaint management
Empathy
Service customization
Emotion
11
Beziehungsmarketing
6
Customer satisfaction
6
Dienstleistungsqualität
6
Kundenzufriedenheit
6
Relationship marketing
6
Service quality
6
Beschwerdemanagement
4
Consumer behaviour
4
Customer service
4
Gratitude
4
Konsumentenverhalten
4
Kundenservice
4
Corporate culture
2
Emotional labor
2
Lieferantenmanagement
2
Salespeople
2
Service recovery performance
2
Supplier relationship management
2
Unternehmenskultur
2
Verkaufspersonal
2
Affect
1
Anticipatory emotions
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Anxiety
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Appraisal theory
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Arbeitspsychologie
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Arbeitsverhalten
1
Brand management
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Buyer-seller relationships
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Cognitive appraisal theory
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Cognitive appraisals
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Consumer emotions
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Creativity
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Culture
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Error management
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Folse, Judith Anne Garretson
Guchait, Priyanko
Bagozzi, Richard P.
4
Cai, Ruiying
3
Mattila, Anna S.
3
Surachartkumtonkun, Jiraporn
3
Baker, Melissa A.
2
Bock, Dora E.
2
Chourou, Lamia
2
Hanks, Lydia
2
Jiao, Jinfeng
2
Kamas, Linda
2
Kim, Hyun Jeong
2
Kim, Kawon Kathy
2
Lee, Lindsey
2
Liu, Qing
2
Luo, Anqi
2
Madera, Juan M.
2
Mangus, Stephanie M.
2
Min, Hyounae
2
Prashar, Sanjeev
2
Preston, Anne E.
2
Radu, Alexandru
2
Salagrama, Ramakrishna
2
Svensson, Göran
2
Tata, Sai Vijay
2
Thaichon, Park
2
Thi Nguyet Que Nguyen
2
Weaven, Scott
2
Xu, Xing'an
2
Abney, Alexandra K.
1
Agnihotri, Durgesh
1
Ahmad, Fayez
1
Aji, Hendy Mustiko
1
Alarcon, Gene M.
1
Albashrawi, Mousa
1
Ali, Muhammad
1
Allard, Thomas
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Almashayekhi, Abdullah
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Alqahtani, Latifah
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International journal of hospitality management
3
Journal of business research : JBR
3
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ECONIS (ZBW)
6
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1
Examining the effects of mutual information sharing and relationship empathy : a social penetration theory perspective
Mangus, Stephanie M.
;
Bock, Dora E.
;
Jones, Eli
;
Folse, …
- In:
Journal of business research : JBR
109
(
2020
),
pp. 375-384
Persistent link: https://www.econbiz.de/10012238083
Saved in:
2
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
3
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
4
Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi
;
Guchait, Priyanko
;
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
77
(
2019
),
pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
Saved in:
5
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:
6
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
Saved in:
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