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~person:"Barnes, Donald C."
~person:"Shin, Hyunju"
~subject:"Beziehungsmarketing"
~subject:"Salespeople"
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Beziehungsmarketing
Salespeople
Customer service
14
Kundenservice
14
Customer satisfaction
12
Kundenzufriedenheit
12
Relationship marketing
11
Dienstleistungsqualität
8
Service quality
8
Consumer behaviour
5
Konsumentenverhalten
5
Beschwerdemanagement
4
Complaint management
4
Customer delight
4
Dienstleistungssektor
3
Emotion
3
Service industry
3
Service failure
2
Service recovery
2
Verkaufspersonal
2
Adaptability
1
Arbeitspsychologie
1
Artificial intelligence
1
Brand image
1
Broaden-and-build theory
1
Business performance
1
Compensation
1
Complaint satisfaction
1
Computer mediated communication
1
Computerunterstützte Kommunikation
1
Customer exit
1
Customer relationship management
1
Deservingness
1
Dienstleistung
1
Dienstleistungsberufe
1
Distributive justice
1
Effort
1
Einzelhandel
1
Empathy
1
Employee retention
1
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11
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11
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English
11
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Barnes, Donald C.
Shin, Hyunju
Stauss, Bernd
10
Gustafsson, Anders
8
Hinterhuber, Hans H.
8
Helmke, Stefan
7
Van Vaerenbergh, Yves
7
Beatty, Sharon E.
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Román, Sergio
4
Seidel, Wolfgang
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Zablah, Alex R.
4
Ambika, Anupama
3
Angerer, Thomas
3
Bayón, Tomás
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
3
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The journal of services marketing
3
European journal of marketing
2
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Services marketing quarterly
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
11
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1
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:
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
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:
4
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:
5
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
6
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:
7
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:
8
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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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