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isPartOf:"Journal of business research : JBR"
~person:"Barnes, Donald C."
~person:"Devlin, James"
~person:"Laroche, Michel"
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Dienstleistungsqualität
7
Service quality
7
Customer satisfaction
6
Kundenzufriedenheit
6
Consumer behaviour
3
Konsumentenverhalten
3
Customer delight
2
Adaptability
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Barnes, Donald C.
Devlin, James
Laroche, Michel
Balaji, M. S.
5
Chebat, Jean-Charles
5
Gustafsson, Anders
4
Mattila, Anna S.
4
McColl-Kennedy, Janet R.
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Arnold, Todd J.
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Dhir, Amandeep
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Journal of business research : JBR
The journal of services marketing
3
Journal of retailing and consumer services
2
International journal of hospitality management
1
Journal of financial services marketing : JFSM
1
Journal of marketing theory and practice
1
Journal of service research : JSR
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The international journal of bank marketing : IJBM
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ECONIS (ZBW)
7
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1
Is high recovery more effective than expected recovery in addressing service failure? : a moral judgment perspective
Chen, Tong
;
Ma, Ke
;
Bian, Xuemei
;
Zheng, Chundong
; …
- In:
Journal of business research : JBR
82
(
2018
),
pp. 1-9
Persistent link: https://www.econbiz.de/10011771721
Saved in:
2
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:
3
The effects of online reviews on service expectations : do cultural value orientations matter?
Nath, Prithwiraj
;
Devlin, James
;
Reid, Veronica
- In:
Journal of business research : JBR
90
(
2018
),
pp. 123-133
Persistent link: https://www.econbiz.de/10011881997
Saved in:
4
Self-service delight : exploring the hedonic aspects of self-service
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of business research : JBR
68
(
2015
)
5
,
pp. 986-993
Persistent link: https://www.econbiz.de/10010516639
Saved in:
5
Is there really an Asian connection? : professional service quality perceptions and customer satisfaction
Ueltschy, Linda C.
;
Laroche, Michel
;
Zhang, Man
;
Cho, …
- In:
Journal of business research : JBR
62
(
2009
)
10
,
pp. 972-979
Persistent link: https://www.econbiz.de/10003887599
Saved in:
6
Reaching the boiling point: consumers' negative affective reactions to firm-attributed service failures
Kalamas, Maria
;
Laroche, Michel
;
Makdessian, Lucy
- In:
Journal of business research : JBR
61
(
2008
)
8
,
pp. 813-824
Persistent link: https://www.econbiz.de/10003736755
Saved in:
7
Cross-cultural differences in crowd assessment
Pons, Frank
;
Laroche, Michel
- In:
Journal of business research : JBR
60
(
2007
)
3
,
pp. 269-276
Persistent link: https://www.econbiz.de/10003429521
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