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~person:"Baker, Melissa A."
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Konsumentenverhalten
Customer service
8
Kundenservice
8
Kundenzufriedenheit
8
Dienstleistungsqualität
6
Service quality
6
Beziehungsmarketing
5
Consumer behaviour
5
Relationship marketing
5
Beschwerdemanagement
3
Complaint management
3
Cross-cultural management
3
Interkulturelles Management
3
Cultural identity
2
Ethiopia
2
Kulturelle Identität
2
other customer
2
service failure
2
service recovery
2
Äthiopien
2
Arbeitsverhalten
1
Arbeitszufriedenheit
1
Corporate culture
1
Customer attributions
1
Customer citizenship behavior
1
Dienstleistung
1
Dienstleistungsmanagement
1
Dienstleistungssektor
1
Emotion
1
Employee extra-role behavior
1
Indebtedness
1
Intercultural
1
Intercultural service encounters
1
Job satisfaction
1
Other customer service recovery
1
Perceived cultural distance
1
Personal cultural orientations
1
Service delivery outcome
1
Service encounter
1
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Article
8
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8
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8
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English
8
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Baker, Melissa A.
Tam, Jackie L. M.
Gustafsson, Anders
10
Van Vaerenbergh, Yves
9
Mattila, Anna S.
8
Gelbrich, Katja
7
Miao, Li
7
Sharma, Piyush
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gouthier, Matthias
6
McColl-Kennedy, Janet R.
6
Shin, Hyunju
6
Sirianni, Nancy J.
6
Stauss, Bernd
6
Söderlund, Magnus
6
Gierl, Heribert
5
Gruber, Thorsten
5
Kumar, Anuj
5
Larivière, Bart
5
Medler-Liraz, Hana
5
Voorhees, Clay M.
5
Walsh, Gianfranco
5
Beatty, Sharon E.
4
Brady, Michael K.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Georgiev, Marin
4
Gremler, Dwayne D.
4
Groth, Markus
4
Hinterhuber, Hans H.
4
Holmqvist, Jonas
4
Jerath, Kinshuk
4
MacQuilken, Lisa
4
Netessine, Serguei
4
Paswan, Audhesh
4
Seger-Guttmann, Tali
4
Seidel, Wolfgang
4
Terziev, Venelin
4
Torres, Edwin N.
4
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of service management
1
Journal of service research : JSR
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
8
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1
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:
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
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:
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
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:
6
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:
7
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
8
Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
Saved in:
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