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~language:"eng"
~person:"Barnes, Donald C."
~person:"McColl-Kennedy, Janet R."
~person:"Medler-Liraz, Hana"
~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
20
Kundenservice
20
Customer satisfaction
15
Kundenzufriedenheit
15
Dienstleistungsqualität
14
Service quality
14
Beziehungsmarketing
12
Konsumentenverhalten
12
Relationship marketing
12
Dienstleistungssektor
8
Service industry
8
Customer delight
4
Arbeitsverhalten
3
Dienstleistung
3
Service encounter
3
Services
3
Work behaviour
3
Beschwerdemanagement
2
Complaint management
2
Emotional labor
2
Flirting
2
Hospital
2
Krankenhaus
2
Rapport
2
Salespeople
2
Service innovation
2
Service outcomes
2
Verkaufspersonal
2
Adaptability
1
Arbeitspsychologie
1
Arbeitszufriedenheit
1
Australia
1
Australien
1
Authenticity
1
Bartenders
1
Broaden-and-build theory
1
Codetermination
1
Commercial- friendship
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15
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English
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Barnes, Donald C.
McColl-Kennedy, Janet R.
Medler-Liraz, Hana
Gustafsson, Anders
9
Miao, Li
7
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
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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The journal of services marketing
3
Journal of business research : JBR
2
European journal of marketing
1
European journal of marketing : EJM
1
International journal of hospitality management
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
The journal of personal selling & sales management : JPSSM
1
The leadership quarterly : LQ ; an international journal of political, social and behavioral science
1
The service industries journal
1
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ECONIS (ZBW)
15
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1
Flirting in service encounters : does the server's sex matter?
Seger-Guttmann, Tali
;
Medler-Liraz, Hana
- In:
The journal of services marketing
37
(
2023
)
5
,
pp. 549-562
Persistent link: https://www.econbiz.de/10014276930
Saved in:
2
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
3
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:
4
The joint effect of flirting and emotional labor on customer service-related outcomes
Medler-Liraz, Hana
;
Seger-Guttmann, Tali
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012502728
Saved in:
5
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
6
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:
7
Hospitality service employees' flirting displays : emotional labor or commercial friendship?
Seger-Guttmann, Tali
;
Medler-Liraz, Hana
- In:
International journal of hospitality management
73
(
2018
),
pp. 102-107
Persistent link: https://www.econbiz.de/10011886699
Saved in:
8
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:
9
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:
10
The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana
- In:
The journal of services marketing
30
(
2016
)
4
,
pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
Saved in:
1
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