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~person:"Barnes, Donald C."
~person:"Shin, Hyunju"
~person:"Tam, Jackie L. M."
~person:"Torres, Edwin N."
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Search: subject_exact:"After-sales service"
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Customer service
22
Kundenservice
22
Customer satisfaction
20
Kundenzufriedenheit
20
Beziehungsmarketing
15
Relationship marketing
15
Dienstleistungsqualität
14
Service quality
14
Consumer behaviour
10
Konsumentenverhalten
10
Customer delight
6
Emotion
5
Beschwerdemanagement
4
Complaint management
4
Dienstleistungssektor
4
Service industry
4
Cross-cultural management
3
Interkulturelles Management
3
Service encounter
3
Cultural identity
2
Dienstleistung
2
Einzelhandel
2
Hotel industry
2
Hotellerie
2
Hotels
2
Kulturelle Identität
2
Mobile communications
2
Mobilkommunikation
2
Retail trade
2
Salespeople
2
Service failure
2
Service recovery
2
Services
2
Verkaufspersonal
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Adaptability
1
Affect
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Arbeitspsychologie
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Barnes, Donald C.
Shin, Hyunju
Tam, Jackie L. M.
Torres, Edwin N.
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
13
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Gelbrich, Katja
9
Van Vaerenbergh, Yves
9
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Luczak, Holger
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The journal of services marketing
4
International journal of hospitality management
3
European journal of marketing
2
Journal of service research : JSR
2
Journal of service theory and practice : JSTP
2
Services marketing quarterly
2
International journal of consumer studies
1
Journal of business research : JBR
1
Journal of consumer behaviour
1
Journal of retailing and consumer services
1
Journal of service management
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The journal of personal selling & sales management : JPSSM
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ECONIS (ZBW)
22
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1
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10
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22
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1
The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju
;
Bunosso, Isabella
;
Levine, Lindsay R.
- In:
International journal of consumer studies
47
(
2023
)
2
,
pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
Saved in:
2
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
3
Customer service marketing : managing the customer experience
Torres, Edwin N.
;
Zhang, Tingting
-
2023
Persistent link: https://www.econbiz.de/10014023278
Saved in:
4
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:
5
Should a luxury brand's chatbot use emoticons? : impact on brand status
Li, Yuan
;
Shin, Hyunju
- In:
Journal of consumer behaviour
22
(
2023
)
3
,
pp. 569-581
Persistent link: https://www.econbiz.de/10014326124
Saved in:
6
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:
7
Measuring delightful customer experiences : the validation and testing of a customer delight scale along with its antecedents and effects
Torres, Edwin N.
;
Zhang, Tingting
;
Ronzoni, Giulio
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-17
Persistent link: https://www.econbiz.de/10012241921
Saved in:
8
Customer emotions minute by minute : how guests experience different emotions within the same service environment
Torres, Edwin N.
;
Wei, Wei
;
Hua, Nan
;
Chen, Po-Ju
- In:
International journal of hospitality management
77
(
2019
),
pp. 128-138
Persistent link: https://www.econbiz.de/10011988465
Saved in:
9
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:
10
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:
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