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~language:"eng"
~person:"Baker, Melissa A."
~person:"Gremler, Dwayne D."
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Customer service
10
Kundenservice
10
Customer satisfaction
7
Kundenzufriedenheit
7
Relationship marketing
7
Dienstleistungsqualität
5
Emotion
5
Service quality
5
Consumer behaviour
4
Konsumentenverhalten
4
Arbeitsverhalten
3
Beschwerdemanagement
3
Complaint management
3
Work behaviour
3
Competence
2
Ethiopia
2
Intelligence
2
Intelligenz
2
Kompetenz
2
USA
2
United States
2
other customer
2
service encounter
2
service failure
2
service recovery
2
Äthiopien
2
Arbeitskräfte
1
Arbeitspsychologie
1
Cognition
1
Cognitive appraisal theory
1
Customer citizenship behavior
1
Customer to customer influence
1
Descriptive norm
1
Einzelhandel
1
Emotionally charged service encounters
1
Employee emotional competence
1
Employee extra-role behavior
1
Employee technical competence
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English
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Baker, Melissa A.
Gremler, Dwayne D.
Barnes, Donald C.
7
Gustafsson, Anders
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Collier, Joel E.
5
Lucas, Robert W.
5
Walsh, Gianfranco
5
Dagger, Tracey S.
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Piccoli, Gabriele
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
Goodman, John A.
3
Gruber, Thorsten
3
Hellström, Daniel
3
Hur, Won-Moo
3
Hyken, Shep
3
Hyun, Sunghyup Sean
3
Kim, Wansoo
3
Mathies, Christine
3
McColl-Kennedy, Janet R.
3
Mortimer, Gary
3
Ok, Chihyung
3
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
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ECONIS (ZBW)
7
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1
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
2
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
3
How the employee looks and looks at you : building customer-employee rapport
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
1
,
pp. 20-40
Persistent link: https://www.econbiz.de/10011997127
Saved in:
4
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
5
The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Brach, Simon
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
Saved in:
6
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:
7
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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