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~language:"eng"
~person:"Barnes, Donald C."
~person:"Gong, Taeshik"
~subject:"Consumer behaviour"
~subject:"Emotion"
~subject:"Online-Handel"
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Search: subject_exact:"Kundendienst"
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Consumer behaviour
Emotion
Online-Handel
Customer service
10
Kundenservice
10
Beziehungsmarketing
7
Relationship marketing
7
Customer satisfaction
6
Kundenzufriedenheit
6
Dienstleistungsqualität
5
Konsumentenverhalten
5
Service quality
5
Customer delight
4
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4
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Broaden-and-build theory
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Citizenship behaviours
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Cognition
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1
Customer perception of employees' emotional labor
1
Customer service employees
1
Deservingness
1
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1
Einzelhandel
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Emotional intelligence
1
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Barnes, Donald C.
Gong, Taeshik
Gustafsson, Anders
8
Miao, Li
7
Medler-Liraz, Hana
6
Sirianni, Nancy J.
6
Gremler, Dwayne D.
5
Kumar, Anuj
5
Mattila, Anna S.
5
Prentice, Catherine
5
Seger-Guttmann, Tali
5
Voorhees, Clay M.
5
Collier, Joel E.
4
Gierl, Heribert
4
Groth, Markus
4
Jerath, Kinshuk
4
McColl-Kennedy, Janet R.
4
Netessine, Serguei
4
Walsh, Gianfranco
4
Baker, Melissa A.
3
Bambauer, Silke
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bijmolt, Tammo H. A.
3
Bolton, Ruth N.
3
Delcourt, Cécile
3
Ferraro, Carla
3
Folse, Judith Anne Garretson
3
Gijsenberg, Maarten J.
3
Hellström, Daniel
3
Huang, Zhuowei
3
Larivière, Bart
3
Li, Yi
3
Meyer, Tracy
3
Paswan, Audhesh
3
Riel, Allard C. R. van
3
Rui, Huaxia
3
Sands, Sean
3
Sharma, Piyush
3
Shi, Junqi
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The journal of services marketing
2
European journal of marketing
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service theory and practice : JSTP
1
The journal of personal selling & sales management : JPSSM
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ECONIS (ZBW)
8
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1
It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
Saved in:
2
Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik
;
Park, Jungkun
;
Hyun, Hyowon
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
Saved in:
3
Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.
;
Barnes, Donald C.
;
Abney, Alexandra K.
; …
- In:
Journal of business research : JBR
84
(
2018
),
pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
Saved in:
4
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
5
The role of delight in driving repurchase intentions
Meyer, Tracy
;
Barnes, Donald C.
;
Friend, Scott B.
- In:
The journal of personal selling & sales management : JPSSM
37
(
2017
)
1
,
pp. 61-71
Persistent link: https://www.econbiz.de/10011690136
Saved in:
6
Emotional intelligence in front-line/back-office employee relationships
Kearney, Treasa
;
Walsh, Gianfranco
;
Barnett, Willy
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 185-199
Persistent link: https://www.econbiz.de/10011654735
Saved in:
7
Customer delight and work engagement
Barnes, Donald C.
;
Collier, Joel E.
;
Robinson, Stacey
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
Saved in:
8
The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
Yi, Youjae
;
Gong, Taeshik
- In:
Industrial marketing management : the international …
37
(
2008
)
7
,
pp. 767-783
Persistent link: https://www.econbiz.de/10003781768
Saved in:
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