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~subject:"Kundenzufriedenheit"
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Service value revisited : spec...
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Kundenzufriedenheit
Beziehungsmarketing
17
Relationship marketing
16
Dienstleistung
11
Customer satisfaction
10
Service quality
10
Dienstleistungsqualität
9
Marketing
8
Consumer behaviour
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Customer service
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Dienstleistungsmarketing
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Konsumentenverhalten
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Kundenservice
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Emotion
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USA
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Bibliometrics
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Customer services
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Employee emotional competence
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Customer value
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Deutschland
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Emotionally charged service encounters
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Gremler, Dwayne D.
7
Barrera, Ramón Barrera
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Beatty, Sharon E.
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Birgelen, Marcel van
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Brach, Simon
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Carrión, Gabriel Cepeda
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Cepeda Carrión, Gabriel
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Chi, Nai-Wen
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Liu, Xiao-Yu
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Torkzadeh, Samaneh
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Walsh, Gianfranco
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European journal of marketing
1
Handbook of partial least squares : concepts, methods and applications
1
International business review : the official journal of the European International Business Academy
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Journal of retailing
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Journal of service management
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Journal of service research
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ECONIS (ZBW)
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1
Reframing customer value in a service-based paradigm : an evaluation of a formative measure in a multi-industry, cross-cultural context
Ruiz, David Martín
;
Gremler, Dwayne D.
;
Washburn, Judith H.
- In:
Handbook of partial least squares : concepts, methods …
,
(pp. 535-566)
.
2010
Persistent link: https://www.econbiz.de/10003944669
Saved in:
2
Simultaneous measurement of quality in different online services
Barrera, Ramón Barrera
;
Carrión, Gabriel Cepeda
- In:
The service industries journal
34
(
2014
)
2
,
pp. 123-144
Persistent link: https://www.econbiz.de/10010257790
Saved in:
3
What the eye does not see, the mind cannot reject : can call center location explain differences in customer evaluations?
Walsh, Gianfranco
;
Gouthier, Matthias
;
Gremler, Dwayne D.
; …
- In:
International business review : the official journal of …
21
(
2012
)
5
,
pp. 957-967
Persistent link: https://www.econbiz.de/10009578726
Saved in:
4
Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service management
24
(
2013
)
1
,
pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
Saved in:
5
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:
6
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:
7
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:
8
From customer readiness to customer retention : the mediating role of customer psychological and behavioral engagement
Torkzadeh, Samaneh
;
Zolfagharian, Mohammadali
; …
- In:
European journal of marketing
56
(
2022
)
7
,
pp. 1799-1829
Persistent link: https://www.econbiz.de/10013352641
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