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~accessRights:"restricted"
~person:"Folse, Judith Anne Garretson"
~person:"Xu, Xing'an"
~subject:"Complaint management"
~subject:"Empathy"
~subject:"Service customization"
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Complaint management
Empathy
Service customization
Emotion
10
Beziehungsmarketing
7
Relationship marketing
7
Consumer behaviour
5
Customer satisfaction
5
Customer service
5
Konsumentenverhalten
5
Kundenservice
5
Kundenzufriedenheit
5
Beschwerdemanagement
4
Dienstleistungsqualität
4
Service quality
4
Gratitude
3
Lieferantenmanagement
2
Salespeople
2
Service recovery
2
Supplier relationship management
2
Verkaufspersonal
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Affect
1
Anticipatory emotions
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Appraisal theory
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Arbeitsverhalten
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Artificial intelligence
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Buyer-seller relationships
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China
1
Cognition
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Cognitive appraisal theory
1
Cognitive appraisals
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Cognitive reappraisal
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Consumer emotions
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Customer participation in service recovery
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Disclosure
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Emotions
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Empathic accuracy
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Experiment
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6
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Folse, Judith Anne Garretson
Xu, Xing'an
Bagozzi, Richard P.
4
Cai, Ruiying
3
Guchait, Priyanko
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, 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
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Tourism management : research, policies, practice
1
Tourism review
1
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ECONIS (ZBW)
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1
Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an
;
Wen, Najuan
;
Liu, Juan
- In:
Tourism review
79
(
2024
)
5
,
pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402
Saved in:
2
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
3
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
4
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:
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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