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~language:"eng"
~person:"Barnes, Donald C."
~person:"Gong, Taeshik"
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Search: subject_exact:"Kundendienst"
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Customer service
10
Kundenservice
10
Beziehungsmarketing
7
Relationship marketing
7
Customer satisfaction
6
Kundenzufriedenheit
6
Consumer behaviour
5
Dienstleistungsqualität
5
Emotion
5
Konsumentenverhalten
5
Service quality
5
Customer delight
4
Dienstleistungssektor
4
Service industry
4
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Broaden-and-build theory
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Citizenship behaviours
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Cognition
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Customer perception of employees' emotional labor
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Customer service employees
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Einzelhandel
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Emotional intelligence
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Barnes, Donald C.
Gong, Taeshik
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Van Vaerenbergh, Yves
9
Kumar, Anuj
8
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Walsh, Gianfranco
7
Weinstein, Art
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Cook, Sarah
6
Ellinger, Alexander E.
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Lucas, Robert W.
6
Medler-Liraz, Hana
6
Ruyter, Ko de
6
Bell, Chip R.
5
Berry, Leonard L.
5
Brady, Michael K.
5
Dagger, Tracey S.
5
Grewal, Dhruv
5
Harris, Elaine K.
5
Hinson, Robert
5
Hyken, Shep
5
Inderst, Roman
5
Larivière, Bart
5
Lyu, Yijing
5
Mathies, Christine
5
Parasuraman, A.
5
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The journal of services marketing
3
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 research : JSR
1
Journal of service theory and practice : JSTP
1
The journal of personal selling & sales management : JPSSM
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ECONIS (ZBW)
10
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1
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
2
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:
3
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:
4
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:
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
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:
8
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:
9
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
10
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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