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~person:"Shin, Hyunju"
~person:"Tam, Jackie L. M."
~subject:"Consumer behaviour"
~subject:"Customer satisfaction"
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Search: subject_exact:"After-sales service"
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Consumer behaviour
Customer satisfaction
Customer service
11
Kundenservice
11
Kundenzufriedenheit
10
Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
5
Relationship marketing
5
Beschwerdemanagement
4
Complaint management
4
Cross-cultural management
3
Interkulturelles Management
3
Konsumentenverhalten
3
Cultural identity
2
Kulturelle Identität
2
Service failure
2
Service recovery
2
Arbeitszufriedenheit
1
Artificial intelligence
1
Brand image
1
Business performance
1
Compensation
1
Complaint satisfaction
1
Computer mediated communication
1
Computerunterstützte Kommunikation
1
Corporate culture
1
Customer attributions
1
Customer exit
1
Customer relationship management
1
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1
Dienstleistungsmanagement
1
Dienstleistungssektor
1
Distributive justice
1
Experiment
1
Failure severity
1
Firm performance
1
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1
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1
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10
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10
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Shin, Hyunju
Tam, Jackie L. M.
Gustafsson, Anders
10
Van Vaerenbergh, Yves
9
Mattila, Anna S.
8
Gelbrich, Katja
7
Miao, Li
7
Sharma, Piyush
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gouthier, Matthias
6
McColl-Kennedy, Janet R.
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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Services marketing quarterly
2
The journal of services marketing
2
European journal of marketing
1
International journal of consumer studies
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
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ECONIS (ZBW)
10
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
8
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:
9
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
10
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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