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~person:"Barnes, Donald C."
~person:"Gruber, Thorsten"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Customer service
17
Kundenservice
17
Kundenzufriedenheit
15
Beziehungsmarketing
11
Relationship marketing
11
Dienstleistungsqualität
9
Service quality
9
Consumer behaviour
8
Konsumentenverhalten
8
Customer delight
4
Dienstleistungssektor
4
Service industry
4
Beschwerdemanagement
3
Complaint management
3
Cross-cultural management
3
Emotion
3
Interkulturelles Management
3
Arbeitszufriedenheit
2
Cultural identity
2
Dienstleistung
2
Job satisfaction
2
Kulturelle Identität
2
Salespeople
2
Service encounter
2
Services
2
Verkaufspersonal
2
Adaptability
1
Arbeitspsychologie
1
Arbeitsverhalten
1
Broaden-and-build theory
1
Comparison
1
Corporate culture
1
Credibility
1
Customer attributions
1
Customer feedback
1
Deservingness
1
Deutschland
1
Dienstleistungsberufe
1
Dienstleistungsmanagement
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15
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Barnes, Donald C.
Gruber, Thorsten
Tam, Jackie L. M.
Van Vaerenbergh, Yves
9
Gustafsson, Anders
8
Mattila, Anna S.
7
Collier, Joel E.
6
Gouthier, Matthias
6
Sharma, Piyush
6
Shin, Hyunju
6
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Stauss, Bernd
5
Söderlund, Magnus
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Medler-Liraz, Hana
4
Sirianni, Nancy J.
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Alkire, Linda
3
Beatty, Sharon E.
3
Bonfanti, Angelo
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chiguvi, Douglas
3
De Keyser, Arne
3
Fan, Alei
3
Georgiev, Marin
3
Gremler, Dwayne D.
3
Grewal, Dhruv
3
Grégoire, Yany
3
Heidenreich, Sven
3
Hill, Sally Rao
3
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The journal of services marketing
4
Journal of service research : JSR
2
European journal of marketing
1
International journal of services, economics and management
1
Journal of business research : JBR
1
Journal of service management
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)
15
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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
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:
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
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
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:
7
When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda
;
Burton, Jamie
;
Gruber, Thorsten
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
Saved in:
8
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:
9
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:
10
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
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