//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Baker, Melissa A."
~person:"Barnes, Donald C."
~person:"Gruber, Thorsten"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Emotion"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"After-sales service"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Customer satisfaction
Emotion
Customer service
21
Kundenservice
21
Kundenzufriedenheit
19
Beziehungsmarketing
15
Relationship marketing
15
Dienstleistungsqualität
12
Service quality
12
Consumer behaviour
11
Konsumentenverhalten
11
Beschwerdemanagement
6
Complaint management
6
Customer delight
4
Dienstleistungssektor
4
Service industry
4
Cross-cultural management
3
Interkulturelles Management
3
Arbeitsverhalten
2
Arbeitszufriedenheit
2
Cultural identity
2
Dienstleistung
2
Ethiopia
2
Job satisfaction
2
Kulturelle Identität
2
Salespeople
2
Service encounter
2
Services
2
USA
2
United States
2
Verkaufspersonal
2
Work behaviour
2
other customer
2
service failure
2
service recovery
2
Äthiopien
2
Adaptability
1
Arbeitspsychologie
1
Broaden-and-build theory
1
Comparison
1
more ...
less ...
Online availability
All
Undetermined
11
Type of publication
All
Article
19
Type of publication (narrower categories)
All
Article in journal
19
Aufsatz in Zeitschrift
19
Language
All
English
19
Author
All
Baker, Melissa A.
Barnes, Donald C.
Gruber, Thorsten
Tam, Jackie L. M.
Van Vaerenbergh, Yves
9
Gustafsson, Anders
8
Mattila, Anna S.
7
Collier, Joel E.
6
Gouthier, Matthias
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Shin, Hyunju
6
Gremler, Dwayne D.
5
Groth, Markus
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Prentice, Catherine
5
Seger-Guttmann, Tali
5
Sirianni, Nancy J.
5
Stauss, Bernd
5
Söderlund, Magnus
5
Walsh, Gianfranco
5
Brady, Michael K.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Meyer, Tracy
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Alkire, Linda
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bonfanti, Angelo
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chaker, Nawar N.
3
more ...
less ...
Published in...
All
The journal of services marketing
4
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of service research : JSR
2
European journal of marketing
1
International journal of services, economics and management
1
Journal of hospitality marketing & management
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Services marketing quarterly
1
The TQM journal : the international review of organizational improvement
1
The journal of personal selling & sales management : JPSSM
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
more ...
less ...
Source
All
ECONIS (ZBW)
19
Showing
1
-
10
of
19
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
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:
2
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
3
Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon
;
Baker, Melissa A.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
Saved in:
4
How the employee looks and looks at you : building customer-employee rapport
Kim, Kawon Kathy
;
Baker, Melissa A.
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
1
,
pp. 20-40
Persistent link: https://www.econbiz.de/10011997127
Saved in:
5
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
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
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
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
Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.
;
Sharma, Piyush
;
Kim, Namwoon
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->