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person:"Berry, Leonard L."
~person:"Gierl, Heribert"
~person:"Miao, Li"
~subject:"Kundenservice"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Kundendienst"
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Kundenservice
Customer service
12
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungsqualität
7
Service quality
7
Customer satisfaction
5
Kundenzufriedenheit
5
Emotion
4
Gastgewerbe
4
Hospitality industry
4
Beschwerdemanagement
3
Complaint management
3
Salespeople
3
Verkaufspersonal
3
Beziehungsmarketing
2
Hospital
2
Krankenhaus
2
Relationship marketing
2
Service encounters
2
Social behaviour
2
Soziales Verhalten
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Bewertung
1
Communication
1
Communication accommodation
1
Consumer envy
1
Consumption value
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Cross-cultural management
1
Cross-cultural relations
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Deutschland
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Emotional response
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Emotions
1
Envy
1
Evaluation
1
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1
Frontline employees
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Germany
1
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Aufsatz in Zeitschrift
Article in journal
12
Aufsatz im Buch
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English
10
German
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Berry, Leonard L.
Gierl, Heribert
Miao, Li
Gustafsson, Anders
10
Mattila, Anna S.
10
Van Vaerenbergh, Yves
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Edvardsson, Bo
7
McColl-Kennedy, Janet R.
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Beatty, Sharon E.
6
Collier, Joel E.
6
Ellinger, Alexander E.
6
Gremler, Dwayne D.
6
Gruber, Thorsten
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Wirtz, Jochen
6
Brady, Michael K.
5
Dagger, Tracey S.
5
Dixon, Matthew
5
Groth, Markus
5
Haas, Alexander
5
Larivière, Bart
5
Lyu, Yijing
5
Prentice, Catherine
5
Román, Sergio
5
Ruyter, Ko de
5
Seger-Guttmann, Tali
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Danaher, Peter J.
4
De Keyser, Arne
4
Grewal, Dhruv
4
Holmqvist, Jonas
4
Huang, Zhuowei
4
Karatepe, Osman M.
4
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International journal of hospitality management
3
Jahrbuch der Absatz- und Verbrauchsforschung
2
Business horizons
1
International journal of contemporary hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
1
Marketing : journal of research and management
1
The journal of services marketing
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ECONIS (ZBW)
12
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1
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
2
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
3
Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya
;
Miao, Li
;
Aattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
Saved in:
4
Emotion regulation at service encounters : coping with the behavior of other customers
Miao, Li
- In:
Journal of hospitality marketing & management
23
(
2014
)
1/2
,
pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
Saved in:
5
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
6
Self-regulation and "other consumers" at service encounters : a sociometer perspective
Miao, Li
- In:
International journal of hospitality management
39
(
2014
),
pp. 122-129
Persistent link: https://www.econbiz.de/10010389398
Saved in:
7
Customer engagement behaviors and hotel responses
Wei, Wei
;
Miao, Li
;
Huang, Zhuowei
- In:
International journal of hospitality management
33
(
2013
),
pp. 316-330
Persistent link: https://www.econbiz.de/10009746352
Saved in:
8
Can a positive mood counterbalance weak arguments in personal sales conversations?
Bambauer-Sachse, Silke
;
Gierl, Heribert
- In:
Journal of retailing and consumer services
16
(
2009
)
3
,
pp. 190-196
Persistent link: https://www.econbiz.de/10003852519
Saved in:
9
Serving unfair customers
Berry, Leonard L.
;
Seiders, Kathleen
- In:
Business horizons
51
(
2008
)
1
,
pp. 29-37
Persistent link: https://www.econbiz.de/10003708226
Saved in:
10
Effects of consumers' mood in a personal sales conversation
Gierl, Heribert
;
Bambauer, Silke
- In:
Marketing : journal of research and management
2
(
2006
)
1
,
pp. 30-42
Persistent link: https://www.econbiz.de/10003320809
Saved in:
1
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