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~language:"eng"
~person:"Gremler, Dwayne D."
~person:"Shin, Hyunju"
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Customer service
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Gremler, Dwayne D.
Shin, Hyunju
Barnes, Donald C.
7
Gustafsson, Anders
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Collier, Joel E.
5
Lucas, Robert W.
5
Walsh, Gianfranco
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Piccoli, Gabriele
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Ambika, Anupama
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
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Gazzoli, Gabriel
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Goodman, John A.
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Gruber, Thorsten
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Hellström, Daniel
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Hur, Won-Moo
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Hyken, Shep
3
Hyun, Sunghyup Sean
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Jain, Varsha
3
Kim, Wansoo
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Mathies, Christine
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European journal of marketing
1
Journal of retailing
1
Journal of retailing and consumer services
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Journal of service research : JSR
1
Journal of the Academy of Marketing Science
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Services marketing quarterly
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The journal of services marketing
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ECONIS (ZBW)
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1
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
2
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
3
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:
4
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:
5
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
6
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
7
Rapport-building behaviors used by retail employees
Gremler, Dwayne D.
;
Gwinner, Kevin P.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
Saved in:
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