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~person:"Dagger, Tracey S."
~person:"Söderlund, Magnus"
~person:"Torres, Edwin N."
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
~subject:"Online-Handel"
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Search: subject_exact:"Kundendienst"
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Customer satisfaction
Emotion
Online retailing
Online-Handel
Customer service
16
Kundenservice
16
Kundenzufriedenheit
14
Dienstleistungsqualität
12
Service quality
12
Beziehungsmarketing
9
Relationship marketing
9
Consumer behaviour
8
Konsumentenverhalten
8
Service encounters
4
Arbeitszufriedenheit
2
Artificial intelligence
2
Customer delight
2
Dienstleistungssektor
2
Einzelhandel
2
Hotel industry
2
Hotellerie
2
Hotels
2
Job satisfaction
2
Künstliche Intelligenz
2
Retail trade
2
Service industry
2
Service marketing
2
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1
Arbeitsverhalten
1
Australia
1
Australien
1
Beschwerdemanagement
1
Burnout
1
Categorization
1
Complaint management
1
Culture
1
Customer emotions
1
Customer experience
1
Dienstleistungsberufe
1
Dienstleistungsmarketing
1
Elderly people
1
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14
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Dagger, Tracey S.
Söderlund, Magnus
Torres, Edwin N.
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
Medler-Liraz, Hana
6
Sharma, Piyush
6
Shin, Hyunju
6
Walsh, Gianfranco
6
Gremler, Dwayne D.
5
Groth, Markus
5
Gruber, Thorsten
5
Larivière, Bart
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
Brady, Michael K.
4
Edvardsson, Bo
4
Hinterhuber, Hans H.
4
Meyer, Tracy
4
Tam, Jackie L. M.
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Alkire, Linda
3
Bauer, Hans H.
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bijmolt, Tammo H. A.
3
Bonfanti, Angelo
3
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International journal of hospitality management
3
Journal of retailing and consumer services
3
European journal of marketing : EJM
2
International journal of business environment : IJBE
1
Journal of service management
1
Journal of service research : JSR
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)
14
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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
Customer service marketing : managing the customer experience
Torres, Edwin N.
;
Zhang, Tingting
-
2023
Persistent link: https://www.econbiz.de/10014023278
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
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:
6
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:
7
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:
8
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:
9
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:
10
Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.
;
Fu, Xiaoxiao
;
Lehto, Xinran Y.
- In:
International journal of hospitality management
36
(
2014
),
pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
Saved in:
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