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~person:"Fan, Alei"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"patient participation"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
patient participation
Customer service
7
Kundenservice
7
Kundenzufriedenheit
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Dienstleistungsqualität
6
Service quality
6
Consumer behaviour
4
Konsumentenverhalten
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Cross-cultural management
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Beziehungsmarketing
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satisfaction
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High-tech–high-touch
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Fan, Alei
Tam, Jackie L. M.
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gouthier, Matthias
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Gruber, Thorsten
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Stauss, Bernd
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Medler-Liraz, Hana
4
Sirianni, Nancy J.
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Alkire, Linda
3
Beatty, Sharon E.
3
Bonfanti, Angelo
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chiguvi, Douglas
3
De Keyser, Arne
3
Georgiev, Marin
3
Gremler, Dwayne D.
3
Grewal, Dhruv
3
Grégoire, Yany
3
Haas, Alexander
3
Heidenreich, Sven
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International journal of hospitality management
1
Journal of hospitality marketing & management
1
Journal of service management
1
Journal of service research : JSR
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
The journal of services marketing
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1
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
2
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
3
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
4
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Saved in:
5
Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.
;
Sharma, Piyush
;
Kim, Namwoon
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
Saved in:
6
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
7
Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
Saved in:
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