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~person:"Barnes, Donald C."
~person:"Tam, Jackie L. M."
~person:"Torres, Edwin N."
~subject:"Customer satisfaction"
~subject:"Service encounter"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Service encounter
Customer service
15
Kundenservice
15
Kundenzufriedenheit
14
Beziehungsmarketing
11
Relationship marketing
11
Consumer behaviour
9
Dienstleistungsqualität
9
Konsumentenverhalten
9
Service quality
9
Customer delight
6
Emotion
5
Dienstleistungssektor
4
Service industry
4
Cross-cultural management
3
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3
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2
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2
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2
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Broaden-and-build theory
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Corporate culture
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Culture
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Customer attributions
1
Customer emotions
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Customer experience
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15
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Barnes, Donald C.
Tam, Jackie L. M.
Torres, Edwin N.
Gustafsson, Anders
10
Mattila, Anna S.
9
Van Vaerenbergh, Yves
9
Collier, Joel E.
6
Gouthier, Matthias
6
McColl-Kennedy, Janet R.
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Gruber, Thorsten
5
Larivière, Bart
5
Miao, Li
5
Sirianni, Nancy J.
5
Stauss, Bernd
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
De Keyser, Arne
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Medler-Liraz, Hana
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Abney, Alexandra K.
3
Alkire, Linda
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bolton, Ruth N.
3
Bonfanti, Angelo
3
Borghi, Matteo
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chiguvi, Douglas
3
Fan, Alei
3
Georgiev, Marin
3
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International journal of hospitality management
3
The journal of services marketing
3
Journal of service research : JSR
2
European journal of marketing
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 journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
15
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1
Customer service marketing : managing the customer experience
Torres, Edwin N.
;
Zhang, Tingting
-
2023
Persistent link: https://www.econbiz.de/10014023278
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
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:
5
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:
6
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:
7
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:
8
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:
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
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:
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