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~person:"Beatty, Sharon E."
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Kundenservice"
~subject:"Online retailing"
~subject:"Theory"
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Beatty, Sharon E.
Stauss, Bernd
19
Thomas, Oliver
14
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11
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10
Mattila, Anna S.
10
Wirtz, Jochen
10
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9
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9
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9
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8
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8
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7
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7
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7
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7
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7
Miao, Li
7
Netessine, Serguei
7
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7
Sharma, Piyush
7
Shin, Hyunju
7
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7
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6
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1
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
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 effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
4
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
5
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
6
Customer engagement : exploring customer relationships beyond purchase
Vivek, Shiri D.
;
Beatty, Sharon E.
;
Morgan, Robert M.
- In:
Journal of marketing theory and practice
20
(
2012
)
2
,
pp. 127-145
Persistent link: https://www.econbiz.de/10009551731
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