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~person:"Angerer, Thomas"
~person:"Gustafsson, Anders"
~person:"Matzler, Kurt"
~person:"Van Vaerenbergh, Yves"
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Customer service
26
Kundenservice
26
Customer satisfaction
20
Kundenzufriedenheit
20
Relationship marketing
20
Dienstleistungsqualität
19
Service quality
19
Consumer behaviour
11
Konsumentenverhalten
11
Beschwerdemanagement
8
Complaint management
8
Deutschland
4
Dienstleistungssektor
4
Germany
4
Kundenorientierung
4
Management
4
Service industry
4
Service recovery
4
Theorie
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Theory
4
Austria
3
Customer experience
3
Dienstleistung
3
Einzelhandel
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Experience
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Retail trade
3
Satisfaction
3
Service encounters
3
Service failure
3
Services
3
Österreich
3
Arbeitszufriedenheit
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Brand management
2
Co-creation
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Customer integration
2
E-commerce
2
Electronic Commerce
2
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2
Job satisfaction
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English
13
German
7
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Angerer, Thomas
Gustafsson, Anders
Matzler, Kurt
Van Vaerenbergh, Yves
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Ambika, Anupama
3
Bayón, Tomás
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Fu, Xiaoxiao
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
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Journal of business research : JBR
3
Journal of retailing
2
Managing service quality : MSQ ; an international journal
2
Gabler Edition Wissenschaft
1
Gabler Edition Wissenschaft / Forschungsberichte aus der Grazer Management Werkstatt
1
International journal of electronic commerce : IJEC
1
Jahrbuch der Absatz- und Verbrauchsforschung
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Marketing : ZFP ; journal of research and management
1
Marketing letters : a journal of research in marketing
1
Service business
1
Springer eBook Collection / Business and Economics
1
SpringerLink / Bücher
1
The journal of services marketing
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ECONIS (ZBW)
20
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1
Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine
;
Shams, Poja
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
170
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
Saved in:
2
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
3
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
4
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
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
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
7
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
8
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
9
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
10
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
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