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~person:"Dangelmaier, Wilhelm"
~person:"Gierl, Heribert"
~person:"Shin, Hyunju"
~type_genre:"Article in journal"
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Search: subject_exact:"Retourenmanagement"
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Customer service
11
Kundenservice
11
Customer satisfaction
6
Kundenzufriedenheit
6
Dienstleistungsqualität
5
Service quality
5
Beschwerdemanagement
4
Beziehungsmarketing
4
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Dangelmaier, Wilhelm
Gierl, Heribert
Shin, Hyunju
Gustafsson, Anders
10
Mattila, Anna S.
10
Walsh, Gianfranco
9
Van Vaerenbergh, Yves
8
Barnes, Donald C.
7
Edvardsson, Bo
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Beatty, Sharon E.
6
Collier, Joel E.
6
Ellinger, Alexander E.
6
Gremler, Dwayne D.
6
Gruber, Thorsten
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Wirtz, Jochen
6
Brady, Michael K.
5
Dagger, Tracey S.
5
Dixon, Matthew
5
Groth, Markus
5
Haas, Alexander
5
Larivière, Bart
5
Lyu, Yijing
5
Prentice, Catherine
5
Román, Sergio
5
Ruyter, Ko de
5
Seger-Guttmann, Tali
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Danaher, Peter J.
4
De Keyser, Arne
4
Grewal, Dhruv
4
Holmqvist, Jonas
4
Huang, Zhuowei
4
Karatepe, Osman M.
4
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Jahrbuch der Absatz- und Verbrauchsforschung
2
Journal of retailing and consumer services
2
European journal of marketing
1
International journal of consumer studies
1
Journal of consumer behaviour
1
Journal of service theory and practice : JSTP
1
Marketing : journal of research and management
1
Services marketing quarterly
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ECONIS (ZBW)
11
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1
The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju
;
Bunosso, Isabella
;
Levine, Lindsay R.
- In:
International journal of consumer studies
47
(
2023
)
2
,
pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
Saved in:
2
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
3
Should a luxury brand's chatbot use emoticons? : impact on brand status
Li, Yuan
;
Shin, Hyunju
- In:
Journal of consumer behaviour
22
(
2023
)
3
,
pp. 569-581
Persistent link: https://www.econbiz.de/10014326124
Saved in:
4
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
5
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
6
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
7
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
8
Can a positive mood counterbalance weak arguments in personal sales conversations?
Bambauer-Sachse, Silke
;
Gierl, Heribert
- In:
Journal of retailing and consumer services
16
(
2009
)
3
,
pp. 190-196
Persistent link: https://www.econbiz.de/10003852519
Saved in:
9
Effects of consumers' mood in a personal sales conversation
Gierl, Heribert
;
Bambauer, Silke
- In:
Marketing : journal of research and management
2
(
2006
)
1
,
pp. 30-42
Persistent link: https://www.econbiz.de/10003320809
Saved in:
10
Wie entscheidet sich der Konsument, wenn seine bevorzugten Wahlalternativen nicht verfügbar sind?: Überlegungen auf Basis der Image-Theorie
Gierl, Heribert
;
Stumpp, Stefan
- In:
Jahrbuch der Absatz- und Verbrauchsforschung
47
(
2001
)
3
,
pp. 290-309
Persistent link: https://www.econbiz.de/10001630787
Saved in:
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