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~accessRights:"restricted"
~person:"Folse, Judith Anne Garretson"
~person:"Surachartkumtonkun, Jiraporn"
~subject:"Complaint management"
~subject:"Empathy"
~subject:"Service customization"
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Complaint management
Empathy
Service customization
Emotion
12
Beziehungsmarketing
8
Relationship marketing
8
Customer satisfaction
6
Kundenzufriedenheit
6
Consumer behaviour
4
Dienstleistungsqualität
4
Gratitude
4
Konsumentenverhalten
4
Service quality
4
Beschwerdemanagement
3
Customer service
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Kundenservice
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Arbeitsverhalten
2
Hope
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Lieferantenmanagement
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Salespeople
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Supplier relationship management
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Verkaufspersonal
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Work behaviour
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Affect
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Affective experience
1
And striving
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Anticipatory emotions
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Apology
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Appraisal theory
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Arbeitskräfte
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Arbeitspsychologie
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Arbeitszufriedenheit
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Burnout
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Buyer-seller relationships
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Cognition
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Cognitive appraisal theory
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Cognitive appraisals
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Consumer emotions
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Folse, Judith Anne Garretson
Surachartkumtonkun, Jiraporn
Bagozzi, Richard P.
4
Cai, Ruiying
3
Guchait, Priyanko
3
Mattila, Anna S.
3
Xu, Xing'an
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, Juan
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
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
1
Almashayekhi, Abdullah
1
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Journal of business research : JBR
3
Asia Pacific journal of marketing and logistics
1
Journal of retailing and consumer services
1
Journal of strategic marketing
1
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ECONIS (ZBW)
6
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1
Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru
;
Quach, Sara
;
Thaichon, Park
; …
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
2
,
pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
Saved in:
2
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:
3
Examining antecedents of reconciliation following service failure and recovery
Radu, Alexandru
;
Surachartkumtonkun, Jiraporn
;
Weaven, Scott
- In:
Journal of strategic marketing
28
(
2020
)
5
,
pp. 417-433
Persistent link: https://www.econbiz.de/10012313910
Saved in:
4
When do-good meets empathy and mindfulness
Thi Nguyet Que Nguyen
;
Ngo, Liem Viet
; …
- In:
Journal of retailing and consumer services
50
(
2019
),
pp. 22-29
Persistent link: https://www.econbiz.de/10012114111
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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