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~language:"eng"
~person:"Barnes, Donald C."
~person:"McColl-Kennedy, Janet R."
~person:"Meyer, Tracy"
~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
17
Kundenservice
17
Customer satisfaction
13
Kundenzufriedenheit
13
Dienstleistungsqualität
12
Service quality
12
Beziehungsmarketing
10
Relationship marketing
10
Konsumentenverhalten
9
Dienstleistungssektor
6
Service industry
6
Customer delight
4
Dienstleistung
3
Service encounter
3
Services
3
Beschwerdemanagement
2
Complaint management
2
Einzelhandel
2
Retail trade
2
Salespeople
2
Service innovation
2
Social behaviour
2
Soziales Verhalten
2
Verkaufspersonal
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Adaptability
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Arbeitspsychologie
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Australia
1
Australien
1
Black people
1
Broaden-and-build theory
1
Consumer lying behavior
1
Credibility
1
Critical incident technique
1
Customer behavior
1
Customer experience
1
Customer requirements
1
Deservingness
1
Deviant behavior
1
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11
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11
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English
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Barnes, Donald C.
McColl-Kennedy, Janet R.
Meyer, Tracy
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
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
Gong, Taeshik
3
Hellström, Daniel
3
Huang, Zhuowei
3
Larivière, Bart
3
Li, Yi
3
Paswan, Audhesh
3
Riel, Allard C. R. van
3
Rui, Huaxia
3
Sands, Sean
3
Sharma, Piyush
3
Shi, Junqi
3
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Journal of business research : JBR
2
European journal of marketing
1
European journal of marketing : EJM
1
Journal of hospitality marketing & management
1
Journal of service management
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
Psychology & marketing
1
The journal of personal selling & sales management : JPSSM
1
The journal of services marketing
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ECONIS (ZBW)
11
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1
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:
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
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:
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
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:
6
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:
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
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
9
Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.
;
McColl-Kennedy, Janet R.
;
Dagger, Tracey S.
- In:
European journal of marketing : EJM
46
(
2012
)
9
,
pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Saved in:
10
White response to potentially discriminatory actions in a services setting
Baker, Thomas L.
;
Meyer, Tracy
- In:
Psychology & marketing
28
(
2011
)
2
,
pp. 188-204
Persistent link: https://www.econbiz.de/10008858090
Saved in:
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