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~person:"Heidenreich, Sven"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Service quality"
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Customer satisfaction
Service quality
Customer service
7
Kundenservice
7
Kundenzufriedenheit
7
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4
Beziehungsmarketing
3
Consumer behaviour
3
Cross-cultural management
3
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Customer co-creation
1
Customer delight
1
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1
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Disconfirmation of expectations
1
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1
Intercultural service encounters
1
Job satisfaction
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Heidenreich, Sven
Tam, Jackie L. M.
Stauss, Bernd
11
Gustafsson, Anders
9
Mattila, Anna S.
9
Van Vaerenbergh, Yves
9
Barnes, Donald C.
7
McColl-Kennedy, Janet R.
7
Collier, Joel E.
6
Gouthier, Matthias
6
Medler-Liraz, Hana
6
Miao, Li
6
Sharma, Piyush
6
Shin, Hyunju
6
Wirtz, Jochen
6
Dagger, Tracey S.
5
Edvardsson, Bo
5
Gremler, Dwayne D.
5
Gruber, Thorsten
5
Larivière, Bart
5
Lyu, Yijing
5
Seger-Guttmann, Tali
5
Sirianni, Nancy J.
5
Söderlund, Magnus
5
Baker, Melissa A.
4
Brady, Michael K.
4
Coenen, Christian
4
Ellinger, Alexander E.
4
Gelbrich, Katja
4
Grewal, Dhruv
4
Haas, Alexander
4
Halperin, Basil
4
Hinterhuber, Hans H.
4
Ho, Benjamin
4
List, John A.
4
Mathies, Christine
4
Muir, Ian
4
Nguyen, Nha
4
Prentice, Catherine
4
Román, Sergio
4
Sands, Sean
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Journal of service management
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Journal of the Academy of Marketing Science
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
7
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1
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Saved in:
2
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
3
A critical analysis of customer delight : antecedents and consequences of customer delight in services
Ludwig, Nadine Laura
-
2016
Persistent link: https://www.econbiz.de/10011750454
Saved in:
4
Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.
;
Sharma, Piyush
;
Kim, Namwoon
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
Saved in:
5
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
6
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
7
Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
Saved in:
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