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~person:"Dagger, Tracey S."
~person:"Larivière, Bart"
~person:"Söderlund, Magnus"
~subject:"Arbeitsverhalten"
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
~subject:"Online-Handel"
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Arbeitsverhalten
Customer satisfaction
Emotion
Online retailing
Online-Handel
Customer service
17
Kundenservice
17
Kundenzufriedenheit
15
Dienstleistungsqualität
14
Service quality
14
Beziehungsmarketing
10
Relationship marketing
10
Consumer behaviour
8
Konsumentenverhalten
8
Beschwerdemanagement
4
Complaint management
4
Service encounters
4
Dienstleistungssektor
3
Service industry
3
Arbeitszufriedenheit
2
Artificial intelligence
2
Job satisfaction
2
Künstliche Intelligenz
2
Service recovery
2
Arbeitskräfte
1
Australia
1
Australien
1
Burnout
1
Categorization
1
Cultural identity
1
Cultural orientation
1
Customer engagement
1
Customer experience
1
Customer integration
1
Customer roles
1
Customer well-being
1
Dienstleistungsberufe
1
Dienstleistungsmarketing
1
Einzelhandel
1
Elderly people
1
Emotional display behaviors
1
Empirical method
1
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Article
16
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16
Aufsatz in Zeitschrift
16
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English
16
Author
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Dagger, Tracey S.
Larivière, Bart
Söderlund, Magnus
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gelbrich, Katja
6
Gouthier, Matthias
6
Gruber, Thorsten
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Shin, Hyunju
6
Walsh, Gianfranco
6
Gremler, Dwayne D.
5
Groth, Markus
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Prentice, Catherine
5
Seger-Guttmann, Tali
5
Sirianni, Nancy J.
5
Stauss, Bernd
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Beatty, Sharon E.
4
Brady, Michael K.
4
Edvardsson, Bo
4
Georgiev, Marin
4
Hinterhuber, Hans H.
4
Meyer, Tracy
4
Tam, Jackie L. M.
4
Terziev, Venelin
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Alkire, Linda
3
Auh, Seigyoung
3
Bauer, Hans H.
3
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Journal of retailing and consumer services
3
Managing service quality : MSQ ; an international journal
3
European journal of marketing : EJM
2
Journal of service research : JSR
2
International journal of business environment : IJBE
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of business research : JBR
1
Journal of service management
1
Technological forecasting & social change : an international journal
1
The international review of retail, distribution and consumer research
1
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ECONIS (ZBW)
16
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1
Happy to see you : the positive effects of in-store service encounters on the satisfaction of older consumers
Berg, Hanna
;
Liljedal, Karina T.
;
Söderlund, Magnus
; …
- In:
The international review of retail, distribution and …
33
(
2023
)
5
,
pp. 479-493
Persistent link: https://www.econbiz.de/10014558954
Saved in:
2
Service robot verbalization in service processes with moral implications and its impact on satisfaction
Söderlund, Magnus
- In:
Technological forecasting & social change : an …
196
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014476488
Saved in:
3
The smarter, the better?! : customer well-being, engagement, and perceptions in smart service systems
Henkens, Bieke
;
Verleye, Katrien
;
Larivière, Bart
- In:
International journal of research in marketing : IJRM ; …
38
(
2021
)
2
,
pp. 425-447
Persistent link: https://www.econbiz.de/10012591054
Saved in:
4
Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
53
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012171941
Saved in:
5
Poor and rich customers in the service encounter
Söderlund, Magnus
- In:
Journal of service management
28
(
2017
)
2
,
pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
Saved in:
6
Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
Saved in:
7
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
8
Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus
;
Mattsson, Jan
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
Saved in:
9
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
10
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
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