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~person:"Van Vaerenbergh, Yves"
~person:"Voorhees, Clay M."
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
~subject:"Online-Handel"
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Search: subject_exact:"Kundendienst"
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Customer satisfaction
Emotion
Online retailing
Online-Handel
Customer service
14
Kundenservice
14
Dienstleistungsqualität
13
Service quality
13
Kundenzufriedenheit
12
Beschwerdemanagement
9
Beziehungsmarketing
9
Complaint management
9
Relationship marketing
9
Consumer behaviour
7
Konsumentenverhalten
7
Service recovery
4
Einzelhandel
3
Retail trade
3
Service failure
3
Co-creation
2
Customer integration
2
E-commerce
2
Electronic Commerce
2
Ethiopia
2
Kundenintegration
2
Language
2
Leistungsmotivation
2
Meta-Analyse
2
Meta-analysis
2
Satisfaction
2
Sprache
2
Work motivation
2
service failure
2
service recovery
2
Äthiopien
2
Arbeitszufriedenheit
1
Avatar
1
Brand equity
1
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1
Brand management
1
Buy online pick up in store
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11
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English
14
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Van Vaerenbergh, Yves
Voorhees, Clay M.
Gustafsson, Anders
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
Shin, Hyunju
6
Söderlund, Magnus
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
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 business research : JBR
3
Journal of retailing
2
Managing service quality : MSQ ; an international journal
2
International journal of electronic commerce : IJEC
1
International journal of physical distribution and logistics management
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
Service business
1
Technology mediated service encounters
1
The journal of services marketing
1
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ECONIS (ZBW)
14
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14
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1
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
2
An examination of the effects of omni-channel service offerings on retailer performance
Jones, Angela L.
;
Miller, Jason W.
;
Griffis, Stanley E.
; …
- In:
International journal of physical distribution and …
52
(
2022
)
2
,
pp. 150-169
Persistent link: https://www.econbiz.de/10013173425
Saved in:
3
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
4
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
5
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
6
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
7
Language discordance and technological facilitation in health care service encounters : a contrastive experiment
De Wilde, July
;
Praet, Ellen van
;
Van Vaerenbergh, Yves
- In:
Technology mediated service encounters
,
(pp. 17-43)
.
2019
Persistent link: https://www.econbiz.de/10012057340
Saved in:
8
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
9
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
10
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
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