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person:"Coenen, Christian"
~person:"Gustafsson, Anders"
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Search: subject_exact:"Technischer Kundendienst"
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Customer service
14
Kundenservice
14
Dienstleistungsqualität
12
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12
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10
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10
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9
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Coenen, Christian
Gustafsson, Anders
Stauss, Bernd
19
Thomas, Oliver
15
Pepels, Werner
11
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Nüttgens, Markus
9
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9
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8
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8
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8
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7
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Walter, Philipp
7
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6
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
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6
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6
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6
Groth, Markus
6
Gruber, Thorsten
6
Loos, Peter
6
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Journal of business research : JBR
2
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2
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1
Interaktionen im Dienstleistungsbereich
1
Journal of retailing and consumer services
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Journal of the Academy of Marketing Science
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Positives Management : zentrale Konzepte und Ideen des Positive Organizational Scholarship
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
1
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ECONIS (ZBW)
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1
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
2
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
3
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
4
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
5
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
6
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
7
The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.
;
Gustafsson, Anders
;
Kristensson, Per
- In:
Journal of retailing and consumer services
30
(
2016
),
pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
Saved in:
8
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
9
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
10
Hierarchieübergreifende Umsetzung von Serviceorientierung : eine handlungsbezogene Betrachtung aller Unternehmensebenen
Coenen, Christian
- In:
Serviceorientierung im Unternehmen : Forum …
,
(pp. 33-61)
.
2010
Persistent link: https://www.econbiz.de/10003943206
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