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~isPartOf:"Journal of service management"
~person:"Gustafsson, Anders"
~person:"Riel, Allard C. R. van"
~subject:"Dienstleistungsqualität"
~type_genre:"Article in journal"
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Dienstleistungsqualität
Service quality
6
Customer satisfaction
3
Kundenzufriedenheit
3
Customer service
2
Dienstleistungssektor
2
Emotion
2
Food retailing
2
Kundenservice
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Customer behavior
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Customer integration
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Emotionally charged service encounters
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Employee emotional competence
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Intelligenz
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Gustafsson, Anders
Riel, Allard C. R. van
Edvardsson, Bo
7
Witell, Lars
5
Fisk, Raymond P.
4
McColl-Kennedy, Janet R.
4
Tronvoll, Bård
3
Beirão, Gabriela
2
Bloemer, Johanna M.
2
Brown, Stephen Walter
2
Chase, Richard B.
2
Elg, Mattias
2
Engström, Jon
2
Hillebrand, Bas
2
Jaakkola, Elina
2
Joosten, Herm
2
Kristensson, Per
2
Leroi-Werelds, Sara
2
Mahr, Dominik
2
Odekerken-Schröder, Gaby
2
Paluch, Stefanie
2
Parasuraman, A.
2
Patrício, Lia
2
Ponsignon, Frederic
2
Semeijn, Janjaap
2
Sharma, Piyush
2
Streukens, Sandra
2
Willems, Kim
2
Wu, Luorong
2
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Amelia, Amelia
1
Anderson, Laurel
1
Andreassen, Tor Wallin
1
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1
Aslan, Marjan
1
Baaklini, Eliane Sam
1
Batat, Wided
1
Bateson, John E. G.
1
Beierlein, Andrea
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Journal of service management
Journal of business research : JBR
5
Journal of retailing
2
The journal of services marketing
2
Journal of retailing and consumer services
1
Journal of service research
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
Marketing intelligence & planning
1
The Cornell hospitality quarterly
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ECONIS (ZBW)
6
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1
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
2
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
3
Turning customer satisfaction measurements into action
Olsen, Line Lervik
;
Witell, Lars
;
Gustafsson, Anders
- In:
Journal of service management
25
(
2014
)
4
,
pp. 556-571
Persistent link: https://www.econbiz.de/10010405193
Saved in:
4
Managing in-store logistics : a fresh perspective on retail service
Bouzaabia, Olfa
;
Riel, Allard C. R. van
;
Semeijn, Janjaap
- In:
Journal of service management
24
(
2013
)
2
,
pp. 112-129
Persistent link: https://www.econbiz.de/10009742806
Saved in:
5
Waiting for service at the checkout : negative emotional responses, store image and overall satisfaction
Riel, Allard C. R. van
;
Semeijn, Janjaap
;
Ribbink, Dina
; …
- In:
Journal of service management
23
(
2012
)
2
,
pp. 144-169
Persistent link: https://www.econbiz.de/10009554271
Saved in:
6
Customer co-creation in service innovation : a matter of communication?
Gustafsson, Anders
;
Kristensson, Per
;
Witell, Lars
- In:
Journal of service management
23
(
2012
)
3
,
pp. 311-327
Persistent link: https://www.econbiz.de/10009619172
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