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~subject:"Emotion"
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Search: subject:"disconfirmation"
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Emotion
Consumer behaviour
46
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46
Customer satisfaction
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Kundenzufriedenheit
43
Dienstleistungsqualität
26
Service quality
26
Beziehungsmarketing
18
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disconfirmation
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16
Expectation formation
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Disconfirmation
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Online retailing
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satisfaction
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Expectation disconfirmation
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Gouthier, Matthias
1
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Han, Elizabeth
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Heidenreich, Sven
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Ilies, Remus
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Krämer, Tobias
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Lee, Randy
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Ludwig, Nadine L.
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Journal of service theory and practice : JSTP
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
European management journal
1
Information systems research : ISR
1
Journal of travel and tourism marketing
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Tourism management : research, policies, practice
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ECONIS (ZBW)
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1
Bots with feelings : should AI agents express positive emotion in customer service?
Han, Elizabeth
;
Yin, Dezhi
;
Zhang, Han
- In:
Information systems research : ISR
34
(
2023
)
3
,
pp. 1296-1311
Persistent link: https://www.econbiz.de/10014384236
Saved in:
2
Recommend or not? : the influence of emotions on passengers' intention of airline recommendation during COVID-19
Wang, Xi
;
Zheng, Jie
;
Tang, Liang
;
Luo, Yi
- In:
Tourism management : research, policies, practice
95
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013534425
Saved in:
3
Are you too happy to serve others? : when and why positive affect makes customer mistreatment experience feel worse
Lee, Randy
;
Mai, Ke Michael
;
Qiu, Feng
;
Ilies, Remus
; …
- In:
Organizational behavior and human decision processes : …
172
(
2022
),
pp. 1-18
Persistent link: https://www.econbiz.de/10013417365
Saved in:
4
Is looking always more important than listening in tourist experience?
Qiu, Mengyuan
;
Zhang, Jie
;
Zhang, Honglei
;
Zheng, Chunhui
- In:
Journal of travel and tourism marketing
35
(
2018
)
7
,
pp. 869-881
Persistent link: https://www.econbiz.de/10011941767
Saved in:
5
Service employee evaluations of customer tips : an expectations-
disconfirmation
tip gap approach
Saunders, Stephen G.
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 796-812
Persistent link: https://www.econbiz.de/10011392416
Saved in:
6
Who cares if "service with a smile" is authentic? : an expectancy-based model of customer race and differential service reactions
Houston, Lawrence
;
Grandey, Alicia
;
Sawyer, Katina
- In:
Organizational behavior and human decision processes : …
144
(
2018
),
pp. 85-96
Persistent link: https://www.econbiz.de/10011843683
Saved in:
7
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
8
What makes an effective team? : the role of trust (
dis)confirmation
in team development
Yang, Inju
- In:
European management journal
32
(
2014
)
6
,
pp. 858-869
Persistent link: https://www.econbiz.de/10010432144
Saved in:
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