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~language:"eng"
~person:"Barnes, Donald C."
~person:"Rui, Huaxia"
~subject:"Consumer behaviour"
~subject:"Emotion"
~subject:"Online-Handel"
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Search: subject_exact:"Kundendienst"
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Consumer behaviour
Emotion
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Customer service
11
Kundenservice
11
Beziehungsmarketing
10
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10
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7
Customer satisfaction
6
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6
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4
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Barnes, Donald C.
Rui, Huaxia
Gustafsson, Anders
9
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
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
Sands, Sean
3
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European journal of marketing
1
Journal of business research : JBR
1
Journal of management information systems : JMIS
1
Journal of service theory and practice : JSTP
1
MIS quarterly
1
Management information systems : mis quarterly
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
8
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1
The power of identity cues in text-based customer service : evidence from Twitter
Gao, Yang
;
Rui, Huaxia
;
Sun, Shujing
- In:
MIS quarterly
47
(
2023
)
3
,
pp. 983-1014
Persistent link: https://www.econbiz.de/10014422566
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
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
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
When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Management information systems : mis quarterly
42
(
2018
)
2
,
pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
Saved in:
6
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:
7
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:
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:
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