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~accessRights:"restricted"
~person:"Bilgihan, Anil"
~person:"Folse, Judith Anne Garretson"
~person:"Lee, Lindsey"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Emotion
16
Customer satisfaction
9
Kundenzufriedenheit
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Beziehungsmarketing
8
Consumer behaviour
8
Konsumentenverhalten
8
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Service quality
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Bilgihan, Anil
Folse, Judith Anne Garretson
Lee, Lindsey
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Prentice, Catherine
4
Alnawas, Ibrahim
3
Cai, Ruiying
3
Delcourt, Cécile
3
Grandey, Alicia
3
Han, Heesup
3
Madera, Juan M.
3
Medler-Liraz, Hana
3
Miao, Li
3
Park, Jungkun
3
Qu, Hailin
3
Svensson, Göran
3
Vinh Van Thai
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Yeh, Shih-Shuo
3
Alrawadieh, Zaid
2
Altinay, Levent
2
Amin, Muslim
2
Arici, Hasan Evrim
2
Back, Robin M.
2
Bufquin, Diego
2
Cervera-Taulet, Amparo
2
Chang, Kuo-Chien
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Chi, Nai-Wen
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Cobanoglu, Cihan
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Dong, Yanan
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Gremler, Dwayne D.
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Gursoy, Dogan
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Han, Su-Jin
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Hanks, Lydia
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Houston, Lawrence
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Hyun, Hyowon
2
Ittamalla, Rajesh
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International journal of hospitality management
5
Journal of business research : JBR
2
Journal of retailing and consumer services
1
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ECONIS (ZBW)
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A within-level analysis of the effect of customer-focused perspective-taking on deep acting and customer helping behaviors : the mediating roles of negative affect and empathy
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547719
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
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:
4
Satisfaction and positive emotions : a comparison of the influence of hotel guests' beliefs and attitudes on their satisfaction and emotions
Sukhu, Anupama
;
Choi, Hyeyoon
;
Bujisic, Milos
; …
- In:
International journal of hospitality management
77
(
2019
),
pp. 51-63
Persistent link: https://www.econbiz.de/10011988431
Saved in:
5
The impact of servicescape on hedonic value and behavioral intentions : the importance of previous experience
Dedeoğlu, Bekir Bora
;
Bilgihan, Anil
;
Ye, Haobin
; …
- In:
International journal of hospitality management
72
(
2018
),
pp. 10-20
Persistent link: https://www.econbiz.de/10011872661
Saved in:
6
Service attributes as drivers of behavioral loyalty in casinos : the mediating effect of attitudinal loyalty
Bilgihan, Anil
;
Madanoglu, Melih
;
Ricci, Peter
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 14-21
Persistent link: https://www.econbiz.de/10011528470
Saved in:
7
The road to customer loyalty paved with service customization
Bock, Dora E.
;
Magnus, Stephanie M.
;
Folse, Judith Anne …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 3923-3932
Persistent link: https://www.econbiz.de/10011553788
Saved in:
8
The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.
;
Folse, Judith Anne Garretson
; …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
Saved in:
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