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~person:"Gustafsson, Anders"
~subject:"Consumer behaviour"
~subject:"Verbraucherverhalten"
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Consumer behaviour
Verbraucherverhalten
Customer service
10
Dienstleistungsqualität
10
Kundenservice
10
Service quality
10
Customer satisfaction
9
Konsumentenverhalten
9
Kundenzufriedenheit
9
Beziehungsmarketing
7
Relationship marketing
7
Dienstleistungssektor
4
Service industry
4
Customer experience
3
Dienstleistung
3
Experience
3
Service encounters
3
Services
3
Einzelhandel
2
Retail trade
2
Satisfaction
2
Service
2
Service encounter
2
Service innovation
2
Arbeitszufriedenheit
1
Arousal
1
Austauschtheorie
1
Brand
1
Brand management
1
Cognitive flow
1
Consumer lying behavior
1
Context
1
Core encounter
1
Critical incident technique
1
Customer behavior
1
Customer requirements
1
Deviant behavior
1
Dienstleistungsmanagement
1
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9
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Gustafsson, Anders
Usman, Osly
22
Das, Gopal
12
Gázquez-Abad, Juan Carlos
11
Martínez-López, Francisco J.
10
Paul, Justin
10
Silva, Susana C.
9
Duarte, Paulo
8
Mishra, Sita
8
Prashar, Sanjeev
8
Arora, Nilesh
7
Bijmolt, Tammo H. A.
7
Filieri, Raffaele
7
Mainardes, Emerson Wagner
7
Mattila, Anna S.
7
Miao, Li
7
Pantano, Eleonora
7
Schramm-Klein, Hanna
7
Datta, Biplab
6
Gierl, Heribert
6
Jerath, Kinshuk
6
Khare, Arpita
6
Ko, Eunju
6
Lim, Weng Marc
6
Nhu Ty Nguyen
6
Parayitam, Satyanarayana
6
Rajagopal
6
Reardon, James
6
Rutschmann, Marc
6
Silberer, Günter
6
Sreen, Naman
6
Steinmann, Sascha
6
Thaichon, Park
6
Zeqiri, Jusuf
6
Akram, Umair
5
Baker, Melissa A.
5
Barnes, Donald C.
5
Chuchu, Tinashe
5
Dikčius, Vytautas
5
Driesener, Carl
5
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Journal of business research : JBR
3
Journal of retailing
2
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
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ECONIS (ZBW)
9
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1
Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine
;
Shams, Poja
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
170
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
Saved in:
2
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
3
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
4
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
5
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
6
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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
The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.
;
Gustafsson, Anders
;
Kristensson, Per
- In:
Journal of retailing and consumer services
30
(
2016
),
pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
Saved in:
9
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
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