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~person:"Grewal, Dhruv"
~person:"Thøgersen, John"
~person:"Walsh, Gianfranco"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
171
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31
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Grewal, Dhruv
Thøgersen, John
Walsh, Gianfranco
Han, Heesup
38
Mattila, Anna S.
35
Usman, Osly
27
Prentice, Catherine
25
Prybutok, Victor R.
25
McColl-Kennedy, Janet R.
22
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21
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17
Jang, Soocheong
16
Wong, IpKin Anthony
16
Gustafsson, Anders
15
Sparks, Beverley
15
Edvardsson, Bo
14
Gong, Taeshik
14
Line, Nathaniel D.
14
Shahin, Arash
14
Söderlund, Magnus
14
Grégoire, Yany
13
Hyun, Sunghyup Sean
13
Klaus, Philipp
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Van Vaerenbergh, Yves
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Bilgihan, Anil
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Sreejesh, S.
12
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Amin, Muslim
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Gursoy, Dogan
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Marimon, Frederic
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Park, Jungkun
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Quach, Sara
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Ringle, Christian M.
11
Voorhees, Clay M.
11
Guchait, Priyanko
10
Hollebeek, Linda D.
10
Hsu, Cathy H. C.
10
Hsu, Maxwell K.
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10
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ECONIS (ZBW)
18
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1
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
2
Perceived omnichannel customer experience (OCX) : concept, measurement, and impact
Rahman, Syed Mahmudur
;
Carlson, Jamie
;
Gudergan, Siegfried
- In:
Journal of retailing
98
(
2022
)
4
,
pp. 611-632
Persistent link: https://www.econbiz.de/10013535715
Saved in:
3
Customer ethnic bias in service encounters
Linzmajer, Marc
;
Brach, Simon
;
Walsh, Gianfranco
; …
- In:
Journal of service research
23
(
2020
)
2
,
pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
Saved in:
4
Face forward: how employees' digital presence on service websites affects customer perceptions of website and employee service quality
Herhausen, Dennis
;
Emrich, Oliver
;
Grewal, Dhruv
; …
- In:
Journal of marketing research
57
(
2020
)
5
,
pp. 917-936
Persistent link: https://www.econbiz.de/10012271989
Saved in:
5
Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings
Grewal, Dhruv
;
Kroschke, Mirja
;
Mende, Martin
; …
- In:
Journal of interactive marketing : a quarterly …
51
(
2020
),
pp. 9-25
Persistent link: https://www.econbiz.de/10012299803
Saved in:
6
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
7
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
8
Service robots rising : how humanoid robots influence service experiences and elicit compensatory consumer responses
Mende, Martin
;
Scott, Maura L.
;
Doorn, Jenny van
; …
- In:
Journal of marketing research
56
(
2019
)
4
,
pp. 535-556
Persistent link: https://www.econbiz.de/10012177580
Saved in:
9
How in-store retail and service atmosphere create customer engagement
Schweiger, Elisa B.
;
Roggeveen, Anne L.
;
Grewal, Dhruv
; …
- In:
Handbook of research on customer engagement
,
(pp. 126-163)
.
2019
Persistent link: https://www.econbiz.de/10013163365
Saved in:
10
The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena
;
Groth, Markus
;
Walsh, Gianfranco
; …
- In:
Psychology & marketing
31
(
2014
)
12
,
pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
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