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~person:"Collier, Joel E."
~subject:"Beschwerdemanagement"
~subject:"Customer delight"
~subject:"Emotion"
~subject:"Salespeople"
~subject:"Self-monitoring"
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Beschwerdemanagement
Customer delight
Emotion
Salespeople
Self-monitoring
Customer satisfaction
6
Customer service
6
Kundenservice
6
Kundenzufriedenheit
6
Beziehungsmarketing
5
Relationship marketing
5
Consumer behaviour
3
Dienstleistungsqualität
3
Konsumentenverhalten
3
Service quality
3
Dienstleistungssektor
2
Service industry
2
Adaptability
1
Arbeitspsychologie
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Broaden-and-build theory
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Complaint management
1
Customer waiting
1
Dienstleistung
1
Effort
1
Einzelhandel
1
Empathy
1
Event marketing
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Event-Marketing
1
Feedback
1
Frontline employees
1
Idiosyncratic service experience
1
Leistungsmotivation
1
Organizational psychology
1
Personality psychology
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Persönlichkeitspsychologie
1
Psychological capital
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Retail trade
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Role conflict
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SEM
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Collier, Joel E.
Van Vaerenbergh, Yves
8
Barnes, Donald C.
6
Gelbrich, Katja
6
Mattila, Anna S.
6
Stauss, Bernd
6
Gremler, Dwayne D.
5
Medler-Liraz, Hana
5
Miao, Li
5
Prentice, Catherine
5
Groth, Markus
4
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
MacQuilken, Lisa
4
Muir, Ian
4
Seidel, Wolfgang
4
Shi, Junqi
4
Shin, Hyunju
4
Tsarenko, Yelena
4
Walsh, Gianfranco
4
Wang, Mo
4
Baker, Melissa A.
3
Baker, Thomas L.
3
Beatty, Sharon E.
3
Casidy, Riza
3
Chaker, Nawar N.
3
Chen, Jing
3
Delcourt, Cécile
3
Edvardsson, Bo
3
Folse, Judith Anne Garretson
3
Gierl, Heribert
3
Gruber, Thorsten
3
Grégoire, Yany
3
Guchait, Priyanko
3
Gäthke, Jana
3
Larivière, Bart
3
Lohmann, Katja
3
Meyer, Tracy
3
Pelletier, Mark J.
3
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The journal of services marketing
2
European journal of marketing
1
Journal of business research : JBR
1
Journal of service research : JSR
1
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ECONIS (ZBW)
5
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1
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:
2
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:
3
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
4
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:
5
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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