//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Barnes, Donald C."
~person:"Gruber, Thorsten"
~person:"Tam, Jackie L. M."
~person:"Van Vaerenbergh, Yves"
~subject:"Customer satisfaction"
~subject:"Emotion"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"After-sales service"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Customer satisfaction
Emotion
Customer service
26
Kundenservice
26
Kundenzufriedenheit
24
Dienstleistungsqualität
18
Service quality
18
Beziehungsmarketing
17
Relationship marketing
17
Beschwerdemanagement
10
Complaint management
10
Consumer behaviour
10
Konsumentenverhalten
10
Customer delight
4
Dienstleistungssektor
4
Service industry
4
Service recovery
4
Arbeitszufriedenheit
3
Cross-cultural management
3
Cultural identity
3
Interkulturelles Management
3
Job satisfaction
3
Kulturelle Identität
3
Leistungsmotivation
3
Salespeople
3
Service failure
3
Verkaufspersonal
3
Work motivation
3
Co-creation
2
Customer integration
2
Dienstleistung
2
Einzelhandel
2
Ethiopia
2
Frontline employees
2
Kundenintegration
2
Language
2
Meta-Analyse
2
Meta-analysis
2
Personality psychology
2
Persönlichkeitspsychologie
2
more ...
less ...
Online availability
All
Undetermined
13
Type of publication
All
Article
24
Type of publication (narrower categories)
All
Article in journal
23
Aufsatz in Zeitschrift
23
Aufsatz im Buch
1
Book section
1
Language
All
English
24
Author
All
Barnes, Donald C.
Gruber, Thorsten
Tam, Jackie L. M.
Van Vaerenbergh, Yves
Gustafsson, Anders
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
Gremler, Dwayne D.
5
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
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chaker, Nawar N.
3
more ...
less ...
Published in...
All
The journal of services marketing
4
Journal of service research : JSR
3
Journal of business research : JBR
2
Managing service quality : MSQ ; an international journal
2
European journal of marketing
1
International journal of electronic commerce : IJEC
1
International journal of services, economics and management
1
Journal of retailing
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Marketing letters : a journal of research in marketing
1
Service business
1
Services marketing quarterly
1
Technology mediated service encounters
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
more ...
less ...
Source
All
ECONIS (ZBW)
24
Showing
1
-
10
of
24
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
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
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
3
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
4
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:
5
Language discordance and technological facilitation in health care service encounters : a contrastive experiment
De Wilde, July
;
Praet, Ellen van
;
Van Vaerenbergh, Yves
- In:
Technology mediated service encounters
,
(pp. 17-43)
.
2019
Persistent link: https://www.econbiz.de/10012057340
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 effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
8
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
9
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:
10
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
1
2
3
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->