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~isPartOf:"Journal of retailing"
~isPartOf:"Journal of service research : JSR"
~language:"eng"
~person:"Angell, Robert J."
~person:"Gremler, Dwayne D."
~person:"Sharma, Piyush"
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Customer service
6
Kundenservice
6
Customer satisfaction
4
Kundenzufriedenheit
4
Beziehungsmarketing
2
Dienstleistungsqualität
2
Einzelhandel
2
Emotion
2
Relationship marketing
2
Retail trade
2
Salespeople
2
Service quality
2
Verkaufspersonal
2
Arbeitskräfte
1
Arbeitsleistung
1
Arbeitsverhalten
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Call centre
1
Callcenter
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Competence
1
Cross-cultural management
1
Dienstleistungsmanagement
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Employee performance
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Frontline employees
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Goal relevance
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IT success
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IT-enabled service
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Interkulturelles Management
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Internet marketing
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Job performance
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Kompetenz
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Leistungsmotivation
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Measurement
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Messung
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Angell, Robert J.
Gremler, Dwayne D.
Sharma, Piyush
Danaher, Peter J.
3
Beatty, Sharon E.
2
Bone, Sterling A.
2
Brady, Michael K.
2
Dagger, Tracey S.
2
Danaher, Tracey S.
2
Grewal, Dhruv
2
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1
Alavi, Sascha H.
1
Algesheimer, René
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1
Arnold, Todd J.
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Auh, Seigyoung
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Barnes, Donald C.
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Birgelen, Marcel van
1
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Black, William C.
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Brown, Tom
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Cambra-Fierro, Jesus
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Journal of retailing
Journal of service research : JSR
Journal of service management
2
The journal of services marketing
2
Contemporary research in e-branding
1
Journal of service research
1
Journal of service theory and practice : JSTP
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Journal of the Academy of Marketing Science
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ECONIS (ZBW)
6
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1
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
2
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
3
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
4
Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an
;
Sharma, Piyush
;
Rai, Arun
; …
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
Saved in:
5
Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
Saved in:
6
Rapport-building behaviors used by retail employees
Gremler, Dwayne D.
;
Gwinner, Kevin P.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
Saved in:
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