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~person:"Cheng, Bao"
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Customer service
11
Dienstleistungsqualität
11
Kundenservice
11
Service quality
11
Customer satisfaction
10
Kundenzufriedenheit
10
Beziehungsmarketing
8
Consumer behaviour
8
Konsumentenverhalten
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Relationship marketing
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Dienstleistung
3
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Service industry
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Services
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Customer experience
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Customer incivility
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Einzelhandel
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Experience
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Frontline employee
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Retail trade
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Satisfaction
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Service
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Service encounters
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Anger
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Arbeitsleistung
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Austauschtheorie
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Cheng, Bao
Gustafsson, Anders
Mattila, Anna S.
6
Van Vaerenbergh, Yves
6
Barnes, Donald C.
5
Beatty, Sharon E.
5
Gremler, Dwayne D.
5
Lyu, Yijing
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Medler-Liraz, Hana
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Prentice, Catherine
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Rui, Huaxia
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Seger-Guttmann, Tali
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5
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4
Collier, Joel E.
4
Groth, Markus
4
Shin, Hyunju
4
Subramony, Mahesh
4
Söderlund, Magnus
4
Torres, Edwin N.
4
Walsh, Gianfranco
4
Wang, Chen-Ya
4
Witell, Lars
4
Ye, Yijiao
4
Zablah, Alex R.
4
Abney, Alexandra K.
3
Alkire, Linda
3
Brady, Michael K.
3
Brengman, Malaika
3
Chaker, Nawar N.
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Chen, Jing
3
Chi, Nai-Wen
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Cronin, J. J.
3
De Keyser, Arne
3
Delcourt, Cécile
3
Fan, Alei
3
Ferraro, Carla
3
Folse, Judith Anne Garretson
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International journal of hospitality management
2
Journal of business research : JBR
2
Journal of retailing
2
Journal of hospitality marketing & management
1
Journal of retailing and consumer services
1
Journal of service research
1
Journal of the Academy of Marketing Science
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The journal of services marketing
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ECONIS (ZBW)
11
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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
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
6
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
7
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:
8
Does customer incivility undermine employees' service performance?
Cheng, Bao
;
Dong, Yun
;
Zhou, Xing
;
Guo, Gongxing
;
Peng, Yan
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
Saved in:
9
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:
10
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
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