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~person:"Barnes, Donald C."
~person:"Gruber, Thorsten"
~person:"Gustafsson, Anders"
~person:"Miao, Li"
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Customer service
30
Kundenservice
30
Customer satisfaction
25
Kundenzufriedenheit
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Consumer behaviour
22
Dienstleistungsqualität
22
Konsumentenverhalten
22
Service quality
22
Beziehungsmarketing
19
Relationship marketing
19
Emotion
8
Dienstleistungssektor
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Service industry
7
Beschwerdemanagement
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Complaint management
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Service encounters
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Customer delight
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Dienstleistung
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Gastgewerbe
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Salespeople
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Services
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Customer experience
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Einzelhandel
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Experience
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Personality psychology
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Persönlichkeitspsychologie
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Retail trade
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Satisfaction
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Service encounter
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Social behaviour
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Soziales Verhalten
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Arbeitszufriedenheit
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Frontline employees
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Hospital
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Barnes, Donald C.
Gruber, Thorsten
Gustafsson, Anders
Miao, Li
Stauss, Bernd
19
Thomas, Oliver
14
Cook, Sarah
13
Pepels, Werner
11
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Kumar, Anuj
9
Van Vaerenbergh, Yves
9
Hinterhuber, Hans H.
8
Nüttgens, Markus
8
Shin, Hyunju
8
Walsh, Gianfranco
8
Bliemel, Friedhelm
7
Bowen, David E.
7
Ellinger, Alexander E.
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Zemke, Ron
7
Beatty, Sharon E.
6
Collier, Joel E.
6
Dagger, Tracey S.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Gelbrich, Katja
6
Gierl, Heribert
6
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6
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The journal of services marketing
6
Journal of business research : JBR
4
International journal of hospitality management
3
Journal of retailing
2
Journal of service management
2
European journal of marketing
1
International journal of contemporary hospitality management
1
International journal of services, economics and management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
1
Journal of service research
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Journal of the Academy of Marketing Science
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
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ECONIS (ZBW)
30
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1
Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine
;
Shams, Poja
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
170
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
Saved in:
2
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
3
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
4
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:
5
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:
6
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:
7
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:
8
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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
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
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