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~person:"Gong, Taeshik"
~person:"Van Vaerenbergh, Yves"
~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
18
Relationship marketing
18
Consumer behaviour
13
Konsumentenverhalten
13
Beschwerdemanagement
9
Complaint management
9
Customer service
9
Kundenservice
9
Arbeitsverhalten
6
Work behaviour
6
Service recovery
4
Arbeitszufriedenheit
3
Customer integration
3
Customer participation
3
Dienstleistungssektor
3
Job satisfaction
3
Kundenintegration
3
Language
3
Service failure
3
Service industry
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Sprache
3
Viral marketing
3
Virales Marketing
3
service quality
3
Arbeitskräfte
2
Caring climate
2
Co-creation
2
Communication
2
Customer citizenship behavior
2
Dysfunctional customer behavior
2
Ethiopia
2
Gastronomie
2
Kommunikation
2
Leistungsmotivation
2
Meta-Analyse
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Meta-analysis
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English
20
Author
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Gong, Taeshik
Van Vaerenbergh, Yves
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
McColl-Kennedy, Janet R.
14
Shahin, Arash
14
Söderlund, Magnus
14
Bilgihan, Anil
12
Gustafsson, Anders
12
Grégoire, Yany
11
Ringle, Christian M.
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 business research : JBR
3
Journal of service research : JSR
3
Managing service quality : MSQ ; an international journal
2
International journal of electronic commerce : IJEC
1
Journal of retailing
1
Journal of retailing and consumer services
1
Journal of service theory and practice
1
Marketing intelligence & planning
1
Marketing letters : a journal of research in marketing
1
Psychology & marketing
1
Service business
1
Services marketing quarterly
1
Technology mediated service encounters
1
The Cornell hospitality quarterly
1
Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
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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
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:
3
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:
4
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:
5
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:
6
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:
7
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
8
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
9
Language discordance and technological facilitation in health care service encounters : a contrastive experiment
De Wilde, July
;
Praet, Ellen van
;
Van Vaerenbergh, Yves
- In:
Technology mediated service encounters
,
(pp. 17-43)
.
2019
Persistent link: https://www.econbiz.de/10012057340
Saved in:
10
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
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