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~language:"eng"
~person:"Barnes, Donald C."
~person:"Gremler, Dwayne D."
~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
13
Kundenservice
13
Beziehungsmarketing
10
Relationship marketing
10
Customer satisfaction
9
Kundenzufriedenheit
9
Dienstleistungsqualität
5
Konsumentenverhalten
5
Service quality
5
Customer delight
4
Dienstleistungssektor
3
Salespeople
3
Service industry
3
Verkaufspersonal
3
Arbeitspsychologie
2
Arbeitsverhalten
2
Competence
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Einzelhandel
2
Intelligence
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Intelligenz
2
Kompetenz
2
Organizational psychology
2
Retail trade
2
Work behaviour
2
service encounter
2
Adaptability
1
Arbeitskräfte
1
Broaden-and-build theory
1
Cognition
1
Cognitive appraisal theory
1
Customer to customer influence
1
Descriptive norm
1
Deservingness
1
Dienstleistung
1
Dienstleistungsberufe
1
Effort
1
Emotionally charged service encounters
1
Empathy
1
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Barnes, Donald C.
Gremler, Dwayne D.
Gustafsson, Anders
9
Miao, Li
7
Medler-Liraz, Hana
6
Sirianni, Nancy J.
6
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
Söderlund, Magnus
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
Gong, Taeshik
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
Schramm-Klein, Hanna
3
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Journal of service research : JSR
2
European journal of marketing
1
Journal of business research : JBR
1
Journal of service management
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
Journal of the Academy of Marketing Science
1
The journal of personal selling & sales management : JPSSM
1
The journal of services marketing
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ECONIS (ZBW)
10
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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
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
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
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:
7
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:
8
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:
9
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:
10
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:
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