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~person:"Gong, Taeshik"
~person:"Grégoire, Yany"
~subject:"Dienstleistungsqualität"
~subject:"Verbraucherzufriedenheit"
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Search: subject_exact:"Käuferzufriedenheit"
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Dienstleistungsqualität
Verbraucherzufriedenheit
Customer satisfaction
25
Kundenzufriedenheit
25
Service quality
20
Beziehungsmarketing
17
Relationship marketing
17
Beschwerdemanagement
12
Complaint management
12
Consumer behaviour
11
Konsumentenverhalten
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Arbeitsverhalten
6
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Service recovery
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Customer revenge
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service recovery
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Arbeitskräfte
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Arbeitszufriedenheit
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Brand transgression
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Caring climate
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Crisis management
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Customer citizenship behavior
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Dienstleistungssektor
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Gong, Taeshik
Grégoire, Yany
Han, Heesup
34
Prentice, Catherine
23
Mattila, Anna S.
22
Prybutok, Victor R.
21
Usman, Osly
19
Sharma, Piyush
18
Wong, IpKin Anthony
16
Balaji, M. S.
14
Shahin, Arash
14
McColl-Kennedy, Janet R.
13
Söderlund, Magnus
13
Bilgihan, Anil
12
Gustafsson, Anders
11
Ringle, Christian M.
11
Van Vaerenbergh, Yves
11
Ali, Faizan
10
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Jang, Soocheong
10
Ladhari, Riadh
10
Quach, Sara
10
Roy, Sanjit
10
Sparks, Beverley
10
Sreejesh, S.
10
Su, LuJun
10
Edvardsson, Bo
9
Hammerschmidt, Maik
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
Izogo, Ernest Emeka
9
Qin, Hong
9
Torres, Edwin N.
9
Akroush, Mamoun N.
8
Bujisic, Milos
8
Gursoy, Dogan
8
Klaus, Philipp
8
Marimon, Frederic
8
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Journal of the Academy of Marketing Science
4
Journal of business research : JBR
3
Journal of service research : JSR
3
Journal of business ethics : JOBE
1
Journal of interactive marketing
1
Journal of retailing and consumer services
1
Journal of service research
1
Journal of service theory and practice
1
Marketing intelligence & planning
1
Marketing letters : a journal of research in marketing
1
Psychology & marketing
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
20
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1
Influence of dysfunctional customer behavior on depersonalization and service sabotage in the service industry
Lee, Kangcheol
;
Gong, Taeshik
- In:
Services marketing quarterly
44
(
2023
)
4
,
pp. 309-329
Persistent link: https://www.econbiz.de/10014418079
Saved in:
2
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
3
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior : the role of customer moral credits and entitlement
Gong, Taeshik
;
Wang, Chen-Ya
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 110-137
Persistent link: https://www.econbiz.de/10014301949
Saved in:
4
Customer-oriented constructive deviance as a reaction to organizational injustice toward customers
Gong, Taeshik
;
Sun, Pengchang
;
Kang, Min Jung
- In:
The Cornell hospitality quarterly
63
(
2022
)
1
,
pp. 119-135
Persistent link: https://www.econbiz.de/10012800216
Saved in:
5
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
6
Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies
Chan, Kimmy Wa
;
Gong, Taeshik
;
Sharma, Piyush
;
Chu, Candace
- In:
Journal of business research : JBR
150
(
2022
),
pp. 297-310
Persistent link: https://www.econbiz.de/10013365716
Saved in:
7
Dysfunctional customer behavior and commitment to service quality
Lee, Kangcheol
;
Gong, Taeshik
- In:
Marketing intelligence & planning
40
(
2022
)
8
,
pp. 1024-1037
Persistent link: https://www.econbiz.de/10013393638
Saved in:
8
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
9
The consequences of customer-oriented constructive deviance in luxury-hotel restaurants
Gong, Taeshik
;
Wang, Chan-Ya
;
Lee, Kangcheol
- In:
Journal of retailing and consumer services
57
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012305401
Saved in:
10
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
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