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~person:"Smith, Amy K."
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Dienstleistungsqualität
4
Service quality
4
Beschwerdemanagement
3
Complaint management
3
Customer satisfaction
3
Kundenzufriedenheit
3
Emotion
2
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Smith, Amy K.
Bolton, Ruth N.
4
Patterson, Paul G.
4
Brady, Michael K.
3
McColl-Kennedy, Janet R.
3
Wagner, Janet
3
Kim, Young K.
2
Lu, Zhi
1
Mccoll-Kennedy, Janet R.
1
Rangaswamy, Arvind
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Shankar, Venkatesh
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Journal of retailing
3
Journal of retailing and consumer services
2
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2
California management review
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
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1
Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
Saved in:
2
Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.
;
McColl-Kennedy, Janet R.
;
Smith, Amy K.
- In:
California management review
52
(
2009/10
)
1
,
pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
Saved in:
3
Customer Rage Episodes: Emotions, Expressions and Behaviors
Mccoll-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222
Persistent link: https://www.econbiz.de/10008259742
Saved in:
4
Customer Rage Episodes: Emotions, Expressions and Behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-238
Persistent link: https://www.econbiz.de/10008889572
Saved in:
5
Providing a critical service today for tomorrow's consumers : a relational model of customer evaluations and responses in the child care industry
Kim, Young K.
;
Smith, Amy K.
- In:
Journal of retailing and consumer services
14
(
2007
)
3
,
pp. 232-245
Persistent link: https://www.econbiz.de/10003458658
Saved in:
6
Providing a critical service today for tomorrow's consumers: A relational model of customer evaluations and responses in the child care industry
Kim, Young K.
;
Smith, Amy K.
- In:
Journal of retailing and consumer services
14
(
2007
)
3
,
pp. 232
Persistent link: https://www.econbiz.de/10007599015
Saved in:
7
Customer satisfaction and loyalty in online and offline environments
Shankar, Venkatesh
;
Smith, Amy K.
;
Rangaswamy, Arvind
- In:
International journal of research in marketing : IJRM ; …
20
(
2003
)
2
,
pp. 153-176
Persistent link: https://www.econbiz.de/10006169989
Saved in:
8
The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
Smith, Amy K.
;
Bolton, Ruth N.
- In:
Journal of the Academy of Marketing Science
30
(
2002
)
1
,
pp. 5-23
Persistent link: https://www.econbiz.de/10006151786
Saved in:
9
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, Amy K.
;
Bolton, Ruth N.
;
Wagner, Janet
- In:
Journal of marketing research : JMR
36
(
1999
)
3
,
pp. 356-372
Persistent link: https://www.econbiz.de/10006665768
Saved in:
10
A model of customer satisfaction with service encounters involving failure and recovery
Smith, Amy K.
;
Bolton, Ruth N.
;
Wagner, Janet
-
1998
Persistent link: https://www.econbiz.de/10000986727
Saved in:
1
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