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~person:"Sharma, Piyush"
~person:"Tam, Jackie L. M."
~subject:"Customer satisfaction"
~subject:"Konsumentenverhalten"
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Customer satisfaction
Konsumentenverhalten
Customer service
8
Kundenservice
8
Kundenzufriedenheit
7
Dienstleistungsqualität
6
Service quality
6
Cross-cultural management
5
Interkulturelles Management
5
Consumer behaviour
4
Cultural identity
2
Dienstleistungssektor
2
Intercultural
2
Intercultural service encounters
2
Kulturelle Identität
2
Service encounter
2
Service industry
2
Acculturation
1
Arbeitszufriedenheit
1
Assimilation
1
Auslandsverlagerung
1
Australia
1
Australien
1
Beziehungsmarketing
1
Call centre
1
Callcenter
1
Competence
1
Consumer ethnocentrism
1
Corporate culture
1
Cross-cultural competence
1
Cross-cultural relations
1
Customer attributions
1
Dienstleistung
1
Dienstleistungsberufe
1
Dienstleistungsmanagement
1
E-commerce
1
Electronic Commerce
1
Employee retention
1
Frontline employees
1
Großbritannien
1
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Article
8
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7
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7
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1
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English
8
Author
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Sharma, Piyush
Tam, Jackie L. M.
Gustafsson, Anders
10
Van Vaerenbergh, Yves
9
Mattila, Anna S.
8
Gelbrich, Katja
7
Miao, Li
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gouthier, Matthias
6
McColl-Kennedy, Janet R.
6
Shin, Hyunju
6
Sirianni, Nancy J.
6
Stauss, Bernd
6
Söderlund, Magnus
6
Gierl, Heribert
5
Gruber, Thorsten
5
Kumar, Anuj
5
Larivière, Bart
5
Medler-Liraz, Hana
5
Voorhees, Clay M.
5
Walsh, Gianfranco
5
Baker, Melissa A.
4
Beatty, Sharon E.
4
Brady, Michael K.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Georgiev, Marin
4
Gremler, Dwayne D.
4
Groth, Markus
4
Hinterhuber, Hans H.
4
Holmqvist, Jonas
4
Jerath, Kinshuk
4
MacQuilken, Lisa
4
Netessine, Serguei
4
Paswan, Audhesh
4
Seger-Guttmann, Tali
4
Seidel, Wolfgang
4
Terziev, Venelin
4
Torres, Edwin N.
4
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Published in...
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Journal of service research : JSR
2
The journal of services marketing
2
Contemporary research in e-branding
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Services marketing quarterly
1
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ECONIS (ZBW)
8
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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
Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh
;
Sharma, Piyush
;
Herjanto, Halimin
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
6
,
pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
Saved in:
3
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:
4
Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
Sharma, Piyush
;
Zhan, Wu
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 93-102
Persistent link: https://www.econbiz.de/10011343392
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
Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an
;
Sharma, Piyush
;
Rai, Arun
; …
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
Saved in:
7
Understanding consumer reactions to offshore outsourcing of customer services
Sharma, Piyush
;
Mathur, Rajiv
;
Dhawan, Abhinav
- In:
Contemporary research in e-branding
,
(pp. 228-240)
.
2009
Persistent link: https://www.econbiz.de/10003778220
Saved in:
8
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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