//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Gremler, Dwayne D."
~subject:"Kundenservice"
~subject:"USA"
~type_genre:"Article in journal"
~type_genre:"Collection of articles of several authors"
~type_genre:"Fallstudie"
~type_genre:"Statistik"
~type_genre:"Textbook"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Service work and service worke...
Similar by subject
Narrow search
Delete all filters
| 8 applied filters
Year of publication
From:
To:
Subject
All
Kundenservice
USA
Customer satisfaction
7
Kundenzufriedenheit
7
Beziehungsmarketing
6
Customer service
6
Relationship marketing
6
Dienstleistungsqualität
5
Emotion
5
Service quality
5
Consumer behaviour
3
Dienstleistung
3
Konsumentenverhalten
3
Services
3
Arbeitsverhalten
2
Bibliometrics
2
Bibliometrie
2
Competence
2
Deutschland
2
Germany
2
Intelligence
2
Intelligenz
2
Kompetenz
2
Measurement
2
Messung
2
Occupational qualification
2
Qualifikation
2
United States
2
Work behaviour
2
service encounter
2
1985-2008
1
Arbeitskräfte
1
Arbeitspsychologie
1
Arbeitszufriedenheit
1
Betriebliche Kennzahl
1
Betrieblicher Standort
1
Call centre
1
Callcenter
1
Cognition
1
Cognitive appraisal theory
1
more ...
less ...
Online availability
All
Undetermined
5
Type of publication
All
Article
7
Type of publication (narrower categories)
All
Article in journal
Collection of articles of several authors
Fallstudie
Statistik
Textbook
Aufsatz in Zeitschrift
7
Language
All
English
7
Author
All
Gremler, Dwayne D.
Kanas, Angelos
14
Mattila, Anna S.
14
Broadberry, Stephen N.
13
Gil-Alaña, Luis A.
13
Peel, David
13
O'Mahony, Mary
12
Gustafsson, Anders
11
Hamori, Shigeyuki
11
MacDonald, Ronald
11
Sarno, Lucio
11
Bekaert, Geert
10
Han, Heesup
10
Laband, David N.
10
Sharma, Piyush
10
Walsh, Gianfranco
10
Barnes, Donald C.
9
Beatty, Sharon E.
9
Jang, Soocheong
9
Miao, Li
9
Ark, Bart van
8
Blanpain, Roger
8
Blundell, Richard W.
8
Burkhauser, Richard V.
8
Caporale, Guglielmo Maria
8
Collier, Joel E.
8
Edvardsson, Bo
8
Hughes Hallett, Andrew
8
Koedijk, Kees
8
Kugler, Peter
8
McColl-Kennedy, Janet R.
8
Taylor, Mark P.
8
Van Vaerenbergh, Yves
8
Bahmani-Oskooee, Mohsen
7
Banks, James
7
Brounen, Dirk
7
Chan, Kam C.
7
Hein, Eckhard
7
Kim, Wansoo
7
Ok, Chihyung
7
more ...
less ...
Published in...
All
Journal of service research : JSR
2
Journal of the Academy of Marketing Science
2
Journal of retailing
1
Journal of service management
1
Journal of service research
1
Source
All
ECONIS (ZBW)
7
Showing
1
-
7
of
7
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
Saved in:
2
Rapport-building behaviors used by retail employees
Gremler, Dwayne D.
;
Gwinner, Kevin P.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
Saved in:
3
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
4
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
5
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
6
The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Brach, Simon
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
Saved in:
7
Toward a theory of repeat purchase drivers for consumer services
Paul, Michael
;
Hennig-Thurau, Thorsten
;
Gremler, Dwayne D.
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
2
,
pp. 215-237
Persistent link: https://www.econbiz.de/10003851360
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->