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~person:"Barnes, Donald C."
~person:"Fan, Alei"
~person:"Tam, Jackie L. M."
~person:"Witell, Lars"
~subject:"Customer satisfaction"
~type:"article"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Customer service
18
Kundenservice
18
Kundenzufriedenheit
17
Dienstleistungsqualität
13
Service quality
13
Beziehungsmarketing
12
Relationship marketing
12
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungssektor
6
Service industry
6
Customer delight
4
Dienstleistung
4
Service encounter
4
Services
4
Cross-cultural management
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Einzelhandel
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Emotion
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Interkulturelles Management
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Retail trade
3
Cultural identity
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Experience
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Kulturelle Identität
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Salespeople
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Service
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Verkaufspersonal
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satisfaction
2
Adaptability
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Arbeitspsychologie
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Behavior intention
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Brand
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Brand management
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Broaden-and-build theory
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Consumer lying behavior
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17
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Barnes, Donald C.
Fan, Alei
Tam, Jackie L. M.
Witell, Lars
Van Vaerenbergh, Yves
9
Gustafsson, Anders
8
Mattila, Anna S.
7
Collier, Joel E.
6
Sharma, Piyush
6
Shin, Hyunju
6
Gruber, Thorsten
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Söderlund, Magnus
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Medler-Liraz, Hana
4
Sirianni, Nancy J.
4
Tronvoll, Bård
4
Alkire, Linda
3
Beatty, Sharon E.
3
Bonfanti, Angelo
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chiguvi, Douglas
3
De Keyser, Arne
3
Gremler, Dwayne D.
3
Grégoire, Yany
3
Hill, Sally Rao
3
Holmqvist, Jonas
3
Hyun, Sunghyup Sean
3
Jayawardhena, Chanaka
3
Kim, Namwoon
3
Lunardo, Renaud
3
MacQuilken, Lisa
3
Meyer, Tracy
3
Mortimer, Gary
3
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The journal of services marketing
3
Journal of business research : JBR
2
Journal of service research : JSR
2
European journal of marketing
1
International journal of hospitality management
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Journal of the Academy of Marketing Science
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
The journal of personal selling & sales management : JPSSM
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ECONIS (ZBW)
17
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1
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:
2
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
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
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
5
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:
6
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
7
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
8
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:
9
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:
10
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
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