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~person:"Barnes, Donald C."
~person:"Beatty, Sharon E."
~subject:"Beziehungsmarketing"
~subject:"Salespeople"
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Beziehungsmarketing
Salespeople
Customer service
12
Kundenservice
12
Relationship marketing
12
Customer satisfaction
8
Kundenzufriedenheit
8
Consumer behaviour
5
Konsumentenverhalten
5
Customer delight
4
Dienstleistungsqualität
4
Emotion
4
Service quality
4
Dienstleistungssektor
3
Service industry
3
Frontline employees
2
Leistungsmotivation
2
Verkaufspersonal
2
Work motivation
2
Adaptability
1
Arbeitskräfte
1
Arbeitspsychologie
1
Arbeitsverhalten
1
Beschwerdemanagement
1
Broaden-and-build theory
1
Burnout due-to-customers
1
COR theory
1
Complaint management
1
Coronavirus
1
Customer misbehaviors
1
Customer rule violations
1
Customer workplace stressors
1
Deservingness
1
Dienstleistung
1
Dienstleistungsberufe
1
Effort
1
Einzelhandel
1
Empathy
1
Employee retention
1
Engagement
1
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12
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12
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12
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English
12
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Barnes, Donald C.
Beatty, Sharon E.
Stauss, Bernd
10
Gustafsson, Anders
8
Hinterhuber, Hans H.
8
Helmke, Stefan
7
Van Vaerenbergh, Yves
7
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
Matzler, Kurt
4
Piccoli, Gabriele
4
Román, Sergio
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Zablah, Alex R.
4
Ambika, Anupama
3
Angerer, Thomas
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
Futrell, Charles M.
3
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Journal of service research : JSR
3
The journal of services marketing
2
European journal of marketing
1
Journal of business research : JBR
1
Journal of marketing theory and practice
1
Journal of service research
1
Journal of service theory and practice
1
Journal of service theory and practice : JSTP
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
12
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10
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12
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1
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
2
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
3
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:
4
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
5
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:
6
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:
7
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:
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
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
10
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:
1
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