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~person:"Barnes, Donald C."
~person:"Fan, Alei"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Dienstleistung"
~type:"article"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Dienstleistung
Customer service
14
Kundenservice
14
Kundenzufriedenheit
13
Beziehungsmarketing
9
Dienstleistungsqualität
9
Relationship marketing
9
Service quality
9
Consumer behaviour
8
Konsumentenverhalten
8
Dienstleistungssektor
5
Service industry
5
Customer delight
4
Cross-cultural management
3
Emotion
3
Interkulturelles Management
3
Service encounter
3
Services
3
Cultural identity
2
Kulturelle Identität
2
Salespeople
2
Verkaufspersonal
2
satisfaction
2
Adaptability
1
Arbeitspsychologie
1
Arbeitszufriedenheit
1
Behavior intention
1
Broaden-and-build theory
1
Corporate culture
1
Customer attributions
1
Deservingness
1
Dienstleistungsberufe
1
Dienstleistungsmanagement
1
Effort
1
Einzelhandel
1
Empathy
1
Employee retention
1
Engagement
1
Event marketing
1
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13
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13
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English
13
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Barnes, Donald C.
Fan, Alei
Tam, Jackie L. M.
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
8
Collier, Joel E.
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Gruber, Thorsten
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Wirtz, Jochen
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Medler-Liraz, Hana
4
Sirianni, Nancy J.
4
Tronvoll, Bård
4
Witell, Lars
4
Abney, Alexandra K.
3
Alkire, Linda
3
Beatty, Sharon E.
3
Bonfanti, Angelo
3
Borghi, Matteo
3
Brady, Michael K.
3
Büttgen, Marion
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
De Keyser, Arne
3
Flavián Blanco, Carlos
3
Goffin, Keith
3
Gremler, Dwayne D.
3
Grégoire, Yany
3
Haas, Alexander
3
Hawariat, Hailemichael W.
3
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Journal of service research : JSR
2
The journal of services marketing
2
European journal of marketing
1
International journal of hospitality management
1
Journal of business research : JBR
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 Cornell hospitality quarterly
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
13
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1
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:
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
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:
4
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:
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
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:
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
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:
10
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:
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