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~person:"Groth, Markus"
~person:"Voorhees, Clay M."
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
~subject:"Online-Handel"
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Customer satisfaction
Emotion
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Customer service
11
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Consumer behaviour
8
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8
Dienstleistungsqualität
7
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7
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5
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Groth, Markus
Voorhees, Clay M.
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gelbrich, Katja
6
Gouthier, Matthias
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Walsh, Gianfranco
6
Gremler, Dwayne D.
5
Gruber, Thorsten
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Prentice, Catherine
5
Seger-Guttmann, Tali
5
Sirianni, Nancy J.
5
Stauss, Bernd
5
Baker, Melissa A.
4
Brady, Michael K.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Hinterhuber, Hans H.
4
Meyer, Tracy
4
Tam, Jackie L. M.
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Zablah, Alex R.
4
Alkire, Linda
3
Bauer, Hans H.
3
Beatty, Sharon E.
3
Berthon, Pierre R.
3
Bijmolt, Tammo H. A.
3
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3
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Journal of business research : JBR
2
Academy of Management journal : AMJ
1
Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work
1
International journal of physical distribution and logistics management
1
Journal of retailing
1
Journal of service management
1
Journal of service research
1
Personnel psychology : a journal of applied research
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The journal of services marketing
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ECONIS (ZBW)
10
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1
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
2
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
3
An examination of the effects of omni-channel service offerings on retailer performance
Jones, Angela L.
;
Miller, Jason W.
;
Griffis, Stanley E.
; …
- In:
International journal of physical distribution and …
52
(
2022
)
2
,
pp. 150-169
Persistent link: https://www.econbiz.de/10013173425
Saved in:
4
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
5
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
6
Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh
;
Groth, Markus
;
Hu, Xinyu
;
Wu, Yu
- In:
Journal of service research
24
(
2021
)
2
,
pp. 230-248
Persistent link: https://www.econbiz.de/10012522538
Saved in:
7
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
8
Feeling bad and doing good : the effect of customer mistreatment on service employee's daily display of helping behaviors
Yue, Yumeng
;
Wang, Karyn L.
;
Groth, Markus
- In:
Personnel psychology : a journal of applied research
70
(
2017
)
4
,
pp. 769-808
Persistent link: https://www.econbiz.de/10011781540
Saved in:
9
The customer experience of emotional labor
Groth, Markus
;
Hennig-Thurau, Thorsten
;
Wang, Karyn L.
- In:
Emotional labor in the 21st century : diverse …
,
(pp. 127-151)
.
2013
Persistent link: https://www.econbiz.de/10009661154
Saved in:
10
Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy
Groth, Markus
;
Hennig-Thurau, Thorsten
;
Walsh, Gianfranco
- In:
Academy of Management journal : AMJ
52
(
2009
)
5
,
pp. 958-974
Persistent link: https://www.econbiz.de/10003906453
Saved in:
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