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~person:"Barnes, Donald C."
~person:"Casidy, Riza"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Event marketing"
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Customer satisfaction
Event marketing
Customer service
14
Kundenservice
14
Kundenzufriedenheit
13
Beziehungsmarketing
10
Relationship marketing
10
Dienstleistungsqualität
9
Service quality
9
Consumer behaviour
8
Konsumentenverhalten
8
Customer delight
4
Dienstleistungssektor
4
Service industry
4
Beschwerdemanagement
3
Complaint management
3
Cross-cultural management
3
Emotion
3
Interkulturelles Management
3
Cultural identity
2
Dienstleistung
2
Kulturelle Identität
2
Salespeople
2
Service encounter
2
Service failure
2
Service recovery
2
Services
2
Verkaufspersonal
2
Adaptability
1
Arbeitspsychologie
1
Arbeitszufriedenheit
1
Bibliometrics
1
Bibliometrie
1
Broaden-and-build theory
1
Compensation
1
Consumer forgiveness
1
Corporate culture
1
Customer attributions
1
Customer service journey
1
Deservingness
1
Dienstleistungsberufe
1
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English
13
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Barnes, Donald C.
Casidy, Riza
Tam, Jackie L. M.
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Collier, Joel E.
6
Gouthier, Matthias
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Gruber, Thorsten
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Stauss, Bernd
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Medler-Liraz, Hana
4
Sirianni, Nancy J.
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Alkire, Linda
3
Beatty, Sharon E.
3
Bonfanti, Angelo
3
Borghi, Matteo
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Chiguvi, Douglas
3
De Keyser, Arne
3
Fan, Alei
3
Georgiev, Marin
3
Gremler, Dwayne D.
3
Grewal, Dhruv
3
Grégoire, Yany
3
Haas, Alexander
3
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Journal of service research : JSR
2
Services marketing quarterly
2
The journal of services marketing
2
European journal of marketing
1
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service management
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)
13
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1
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
2
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:
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
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:
5
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:
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
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:
8
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:
9
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:
10
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:
1
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