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~person:"Barnes, Donald C."
~person:"Fan, Alei"
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Customer service
8
Kundenservice
8
Customer satisfaction
7
Kundenzufriedenheit
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Beziehungsmarketing
6
Consumer behaviour
6
Konsumentenverhalten
6
Relationship marketing
6
Dienstleistungsqualität
5
Service quality
5
Customer delight
3
Dienstleistungssektor
3
Service industry
3
Emotion
2
Service encounter
2
Adaptability
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Behavior intention
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Dienstleistung
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Effort
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Einzelhandel
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Empathy
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Employee retention
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Engagement
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Event marketing
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High-tech–high-touch
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Human service
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Idiosyncratic service experience
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Jealousy
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Jox
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Mitarbeiterbindung
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Retail trade
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Barnes, Donald C.
Fan, Alei
Gustafsson, Anders
8
Cook, Sarah
6
Kippenberger, T
6
Lyu, Yijing
6
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Beatty, Sharon E.
5
Gremler, Dwayne D.
5
Macaulay, Steve
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Medler-Liraz, Hana
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Prentice, Catherine
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Rui, Huaxia
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Seger-Guttmann, Tali
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Shin, Hyunju
5
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5
Baker, Melissa A.
4
Collier, Joel E.
4
Daugherty, Patricia J.
4
Groth, Markus
4
Lewis, Barbara R.
4
Lin, Binshan
4
Marr, Norman E.
4
Subramony, Mahesh
4
Söderlund, Magnus
4
Torres, Edwin N.
4
Walsh, Gianfranco
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Wang, Chen-Ya
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Witell, Lars
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Ye, Yijiao
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Zablah, Alex R.
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Zhou, Xing
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Abney, Alexandra K.
3
Alkire, Linda
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Ambika, Anupama
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Brady, Michael K.
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Brengman, Malaika
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European journal of marketing
1
International journal of hospitality management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of service theory and practice : JSTP
1
The Cornell hospitality quarterly
1
The journal of personal selling & sales management : JPSSM
1
The journal of services marketing
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ECONIS (ZBW)
8
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1
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
2
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
3
It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
Saved in:
4
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
5
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
6
Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.
;
Barnes, Donald C.
;
Abney, Alexandra K.
; …
- In:
Journal of business research : JBR
84
(
2018
),
pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
Saved in:
7
The role of delight in driving repurchase intentions
Meyer, Tracy
;
Barnes, Donald C.
;
Friend, Scott B.
- In:
The journal of personal selling & sales management : JPSSM
37
(
2017
)
1
,
pp. 61-71
Persistent link: https://www.econbiz.de/10011690136
Saved in:
8
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
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