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~person:"Barnes, Donald C."
~person:"Gremler, Dwayne D."
~person:"Gruber, Thorsten"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Emotion"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Emotion
Customer service
23
Kundenservice
23
Kundenzufriedenheit
18
Beziehungsmarketing
14
Relationship marketing
14
Dienstleistungsqualität
11
Service quality
11
Consumer behaviour
9
Konsumentenverhalten
9
Customer delight
4
Dienstleistungssektor
4
Service industry
4
Arbeitsverhalten
3
Beschwerdemanagement
3
Complaint management
3
Cross-cultural management
3
Interkulturelles Management
3
Salespeople
3
Verkaufspersonal
3
Work behaviour
3
service encounter
3
Arbeitspsychologie
2
Arbeitszufriedenheit
2
Competence
2
Cultural identity
2
Dienstleistung
2
Einzelhandel
2
Intelligence
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Intelligenz
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Job satisfaction
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Kompetenz
2
Kulturelle Identität
2
Organizational psychology
2
Retail trade
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Service encounter
2
Services
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USA
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United States
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Barnes, Donald C.
Gremler, Dwayne D.
Gruber, Thorsten
Tam, Jackie L. M.
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Collier, Joel E.
6
Gouthier, Matthias
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Groth, Markus
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Prentice, Catherine
5
Seger-Guttmann, Tali
5
Sirianni, Nancy J.
5
Stauss, Bernd
5
Walsh, Gianfranco
5
Baker, Melissa A.
4
Brady, Michael K.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Meyer, Tracy
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Alkire, Linda
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bonfanti, Angelo
3
Borghi, Matteo
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
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Journal of service research : JSR
4
The journal of services marketing
4
Journal of service management
2
European journal of marketing
1
International journal of services, economics and management
1
Journal of business research : JBR
1
Journal of retailing
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
Services marketing quarterly
1
The TQM journal : the international review of organizational improvement
1
The journal of personal selling & sales management : JPSSM
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
20
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1
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:
2
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:
3
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
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
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:
6
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:
7
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
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
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
10
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:
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