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subject:"Service quality"
~person:"Guchait, Priyanko"
~person:"Slåtten, Terje"
~type:"article"
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Service quality
Emotion
9
Dienstleistungsqualität
8
Customer satisfaction
5
Kundenzufriedenheit
5
Beschwerdemanagement
4
Complaint management
4
Consumer behaviour
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Guchait, Priyanko
Slåtten, Terje
Fan, Xiucheng
5
Han, Heesup
5
Ladhari, Riadh
5
Medler-Liraz, Hana
5
Svensson, Göran
5
Vinh Van Thai
5
Du, Jiangang
4
Feng, Tianjun
4
Grandey, Alicia
4
Huan, Tzung-cheng
4
McColl-Kennedy, Janet R.
4
Miao, Li
4
Prentice, Catherine
4
Seger-Guttmann, Tali
4
Vázquez Casielles, Rodolfo
4
Alnawas, Ibrahim
3
Amin, Muslim
3
Bilgihan, Anil
3
Cai, Ruiying
3
Delcourt, Cécile
3
Gouthier, Matthias H. J.
3
Han, Su-Jin
3
Hanks, Lydia
3
Lee, JungHoon
3
Lee, Lindsey
3
Madera, Juan M.
3
Ok, Chihyung
3
Otero-Neira, Carmen
3
Padin, Carmen
3
Park, Jungkun
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Patterson, Paul G.
3
Qu, Hailin
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Riel, Allard C. R. van
3
Schoefer, Klaus
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Su, LuJun
3
Surachartkumtonkun, Jiraporn
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Yeh, Shih-Shuo
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International journal of hospitality management
3
European business review : EBR ; the official journal of the International Management Centres, Europe
1
International journal of quality and service sciences
1
Managing service quality : MSQ ; an international journal
1
The journal of services marketing
1
The service industries journal
1
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ECONIS (ZBW)
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1
Employee mindfulness and creativity : when emotions and national culture matter
Gip, Huy
;
Do The Khoa
;
Guchait, Priyanko
;
Fernando …
- In:
The service industries journal
42
(
2022
)
5/6
,
pp. 383-411
Persistent link: https://www.econbiz.de/10013167433
Saved in:
2
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
3
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
4
Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi
;
Guchait, Priyanko
;
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
77
(
2019
),
pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
Saved in:
5
Antecedents and effects of employees' feelings of joy on employees' innovative behaviour
Slåtten, Terje
- In:
International journal of quality and service sciences
3
(
2011
)
1
,
pp. 93-109
Persistent link: https://www.econbiz.de/10009012258
Saved in:
6
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
7
Do employees' feelings really matter in service-quality management?
Slåtten, Terje
- In:
European business review : EBR ; the official journal …
22
(
2010
)
3
,
pp. 318-338
Persistent link: https://www.econbiz.de/10003988624
Saved in:
8
The effect of managerial practice on employee-perceived service quality : the role of emotional satisfaction
Slåtten, Terje
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
4
,
pp. 431-455
Persistent link: https://www.econbiz.de/10009525075
Saved in:
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