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~person:"Barnes, Donald C."
~person:"Van Vaerenbergh, Yves"
~subject:"Beziehungsmarketing"
~subject:"Salespeople"
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Beziehungsmarketing
Salespeople
Customer service
16
Kundenservice
16
Customer satisfaction
15
Kundenzufriedenheit
15
Relationship marketing
13
Dienstleistungsqualität
12
Service quality
12
Beschwerdemanagement
7
Complaint management
7
Consumer behaviour
6
Konsumentenverhalten
6
Customer delight
4
Service recovery
4
Dienstleistungssektor
3
Emotion
3
Leistungsmotivation
3
Service failure
3
Service industry
3
Verkaufspersonal
3
Work motivation
3
Co-creation
2
Customer integration
2
Einzelhandel
2
Ethiopia
2
Frontline employees
2
Kundenintegration
2
Language
2
Meta-Analyse
2
Meta-analysis
2
Personality psychology
2
Persönlichkeitspsychologie
2
Retail trade
2
Sprache
2
Work engagement
2
service failure
2
service recovery
2
Äthiopien
2
Adaptability
1
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10
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14
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14
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14
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English
14
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Barnes, Donald C.
Van Vaerenbergh, Yves
Stauss, Bernd
10
Gustafsson, Anders
8
Hinterhuber, Hans H.
8
Helmke, Stefan
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
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Zablah, Alex R.
4
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
Gazzoli, Gabriel
3
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Published in...
All
Journal of business research : JBR
2
Managing service quality : MSQ ; an international journal
2
The journal of services marketing
2
European journal of marketing
1
International journal of electronic commerce : IJEC
1
Journal of retailing
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Marketing letters : a journal of research in marketing
1
Service business
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
14
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1
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:
2
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:
3
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
4
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
5
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:
6
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
7
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
8
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:
9
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
10
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:
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