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~person:"Shin, Hyunju"
~person:"Söderlund, Magnus"
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
~subject:"Online-Handel"
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Customer satisfaction
Emotion
Online retailing
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Customer service
14
Kundenservice
14
Kundenzufriedenheit
12
Dienstleistungsqualität
11
Service quality
11
Beziehungsmarketing
6
Relationship marketing
6
Beschwerdemanagement
4
Complaint management
4
Consumer behaviour
4
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Service encounters
4
Artificial intelligence
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Job satisfaction
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Word-of-mouth
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Brand image
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Burnout
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Computer mediated communication
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Computerunterstützte Kommunikation
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Customer exit
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Distributive justice
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12
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Shin, Hyunju
Söderlund, Magnus
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
Walsh, Gianfranco
6
Gremler, Dwayne D.
5
Groth, Markus
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
Voorhees, Clay M.
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
Bonfanti, Angelo
3
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Journal of retailing and consumer services
4
European journal of marketing
1
International journal of consumer studies
1
Journal of service management
1
Journal of service theory and practice : JSTP
1
Services marketing quarterly
1
Technological forecasting & social change : an international journal
1
The international review of retail, distribution and consumer research
1
The journal of services marketing
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ECONIS (ZBW)
12
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1
Happy to see you : the positive effects of in-store service encounters on the satisfaction of older consumers
Berg, Hanna
;
Liljedal, Karina T.
;
Söderlund, Magnus
; …
- In:
The international review of retail, distribution and …
33
(
2023
)
5
,
pp. 479-493
Persistent link: https://www.econbiz.de/10014558954
Saved in:
2
The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju
;
Bunosso, Isabella
;
Levine, Lindsay R.
- In:
International journal of consumer studies
47
(
2023
)
2
,
pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
Saved in:
3
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
4
Service robot verbalization in service processes with moral implications and its impact on satisfaction
Söderlund, Magnus
- In:
Technological forecasting & social change : an …
196
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014476488
Saved in:
5
Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
53
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012171941
Saved in:
6
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
7
Poor and rich customers in the service encounter
Söderlund, Magnus
- In:
Journal of service management
28
(
2017
)
2
,
pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
Saved in:
8
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
9
Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
Saved in:
10
Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus
;
Mattsson, Jan
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
Saved in:
1
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