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~person:"Barnes, Donald C."
~person:"Shi, Junqi"
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online-Handel"
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Search: subject_exact:"Kundendienst"
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Customer satisfaction
Emotion
Online-Handel
Customer service
11
Kundenservice
11
Beziehungsmarketing
7
Kundenzufriedenheit
7
Relationship marketing
7
Consumer behaviour
5
Konsumentenverhalten
5
Customer delight
4
Dienstleistungsqualität
3
Dienstleistungssektor
3
Salespeople
3
Service industry
3
Service quality
3
Verkaufspersonal
3
China
2
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1
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Arbeitsmarktintegration
1
Arbeitspsychologie
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Broaden-and-build theory
1
Call centre
1
Callcenter
1
Complaint management
1
Customers
1
Deservingness
1
Dienstleistung
1
Dienstleistungsberufe
1
Effort
1
Einzelhandel
1
Empathy
1
Employee retention
1
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1
Event marketing
1
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English
9
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Barnes, Donald C.
Shi, Junqi
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Collier, Joel E.
6
Gelbrich, Katja
6
Gouthier, Matthias
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Shin, Hyunju
6
Walsh, Gianfranco
6
Gremler, Dwayne D.
5
Groth, Markus
5
Gruber, Thorsten
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
Söderlund, Magnus
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Brady, Michael K.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Hinterhuber, Hans H.
4
Meyer, Tracy
4
Tam, Jackie L. M.
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Alkire, Linda
3
Bauer, Hans H.
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bijmolt, Tammo H. A.
3
Bonfanti, Angelo
3
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Academy of Management journal : AMJ
2
European journal of marketing
1
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 service research : JSR
1
Journal of service theory and practice : JSTP
1
The journal of personal selling & sales management : JPSSM
1
The journal of services marketing
1
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ECONIS (ZBW)
9
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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
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
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
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
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:
8
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:
9
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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