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~person:"Barnes, Donald C."
~person:"Gong, Taeshik"
~person:"Shi, Junqi"
~subject:"Emotion"
~subject:"Online-Handel"
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Search: subject_exact:"Kundendienst"
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Emotion
Online-Handel
Customer service
14
Kundenservice
14
Beziehungsmarketing
7
Customer satisfaction
7
Kundenzufriedenheit
7
Relationship marketing
7
Consumer behaviour
6
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5
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Customer perception of employees' emotional labor
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Barnes, Donald C.
Gong, Taeshik
Shi, Junqi
Medler-Liraz, Hana
5
Prentice, Catherine
5
Gremler, Dwayne D.
4
Groth, Markus
4
Miao, Li
4
Bijmolt, Tammo H. A.
3
Delcourt, Cécile
3
Folse, Judith Anne Garretson
3
Gijsenberg, Maarten J.
3
Lohmann, Katja
3
Seger-Guttmann, Tali
3
Voorhees, Clay M.
3
Walsh, Gianfranco
3
Wang, Mo
3
Zanger, Cornelia
3
Zhang, Han
3
Ashforth, Blake E.
2
Baker, Thomas L.
2
Bauer, Hans H.
2
Black, William C.
2
Chaker, Nawar N.
2
Cheshin, Arik
2
Collier, Joel E.
2
Deges, Frank
2
Diefendorff, James M.
2
Fernández-Amaya, Lucía
2
Gabriel, Allison S.
2
Garcés-Conejos Blitvich, Pilar
2
Gelbrich, Katja
2
Gouthier, Matthias
2
Gustafsson, Anders
2
Gäthke, Jana
2
Han, Elizabeth
2
Han, Su-Jin
2
Hennig-Thurau, Thorsten
2
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2
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Academy of Management journal : AMJ
2
The journal of services marketing
2
Individual sources, dynamics, and expressions of emotion : [contributions to the 2012 International Conference on Emotion and Organizational Life held in Helsinki, Finland]
1
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service theory and practice : JSTP
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ECONIS (ZBW)
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1
Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik
;
Park, Jungkun
;
Hyun, Hyowon
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
Saved in:
2
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:
3
A social mindfulness approach to understanding experienced customer mistreatment : a within-person field experiment
Song, Yifan
;
Liu, Yihao
;
Wang, Mo
;
Lanaj, Klodiana
; …
- In:
Academy of Management journal : AMJ
61
(
2018
)
3
,
pp. 994-1020
Persistent link: https://www.econbiz.de/10011885670
Saved in:
4
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:
5
Emotional intelligence in front-line/back-office employee relationships
Kearney, Treasa
;
Walsh, Gianfranco
;
Barnett, Willy
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 185-199
Persistent link: https://www.econbiz.de/10011654735
Saved in:
6
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:
7
Lagged influences of customer mistreatment on employee mood : moderating roles of maladaptive emotion regulation strategies
Zhan, Yujie
;
Wang, Mo
;
Shi, Junqi
- In:
Individual sources, dynamics, and expressions of …
,
(pp. 203-224)
.
2013
Persistent link: https://www.econbiz.de/10010222118
Saved in:
8
Daily customer mistreatment and employee sabotage against customers : examining emotion and resource perspectives
Wang, Mo
;
Liao, Hui
;
Zhan, Yujie
;
Shi, Junqi
- In:
Academy of Management journal : AMJ
54
(
2011
)
2
,
pp. 312-334
Persistent link: https://www.econbiz.de/10009156515
Saved in:
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