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~accessRights:"restricted"
~person:"Gustafsson, Anders"
~subject:"Dienstleistungsqualität"
~subject:"Retail trade"
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Dienstleistungsqualität
Retail trade
Customer satisfaction
8
Customer service
8
Kundenservice
8
Kundenzufriedenheit
8
Service quality
8
Consumer behaviour
7
Konsumentenverhalten
7
Beziehungsmarketing
6
Relationship marketing
6
Dienstleistung
3
Dienstleistungssektor
3
Service industry
3
Services
3
Customer experience
2
Einzelhandel
2
Experience
2
Satisfaction
2
Service
2
Service encounters
2
Arbeitszufriedenheit
1
Austauschtheorie
1
Brand
1
Brand management
1
Consumer lying behavior
1
Context
1
Core encounter
1
Critical incident technique
1
Deviant behavior
1
Dienstleistungsmanagement
1
Dienstleistungsmarketing
1
Distribution channel
1
E-commerce
1
Electronic Commerce
1
Encounter experience
1
Encounters
1
Experiment
1
Frontline employee
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Global
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Gustafsson, Anders
Van Vaerenbergh, Yves
6
Lyu, Yijing
5
Mattila, Anna S.
5
Medler-Liraz, Hana
4
Prentice, Catherine
4
Söderlund, Magnus
4
Voorhees, Clay M.
4
Witell, Lars
4
Ye, Yijiao
4
Baker, Melissa A.
3
Barnes, Donald C.
3
Brengman, Malaika
3
Cheng, Bao
3
Collier, Joel E.
3
Delcourt, Cécile
3
Fan, Alei
3
Ferraro, Carla
3
Gauquier, Laurens de
3
Groth, Markus
3
Ho, Ting Hin
3
Holmqvist, Jonas
3
Kim, Peter Beomcheol
3
Mathies, Christine
3
McColl-Kennedy, Janet R.
3
Miao, Li
3
Mortimer, Gary
3
Noble, Stephanie M.
3
Sands, Sean
3
Seger-Guttmann, Tali
3
Sharifi, Seyed Shahin
3
Shin, Hyunju
3
Tang, Chunyong
3
Tojib, Dewi
3
Tsarenko, Yelena
3
Willems, Kim
3
Wirtz, Jochen
3
Zhou, Xing
3
Abney, Alexandra K.
2
Alavi, Sascha
2
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Journal of business research : JBR
2
Journal of retailing
2
Journal of retailing and consumer services
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
The journal of services marketing
1
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ECONIS (ZBW)
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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
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:
3
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:
4
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:
5
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:
6
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
7
The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.
;
Gustafsson, Anders
;
Kristensson, Per
- In:
Journal of retailing and consumer services
30
(
2016
),
pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
Saved in:
8
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
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