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~isPartOf:"Journal of service management"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~person:"Buell, Ryan W."
~person:"Gremler, Dwayne D."
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Customer service
2
Kundenservice
2
Service quality
2
Arbeitskräfte
1
Arbeitsverhalten
1
Beziehungsmarketing
1
Cognition
1
Cognitive appraisal theory
1
Competence
1
Consumer behaviour
1
Customer satisfaction
1
Dienstleistungssektor
1
Emotion
1
Emotionally charged service encounters
1
Employee emotional competence
1
Employee technical competence
1
Intelligence
1
Intelligenz
1
Kognition
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Kompetenz
1
Konsumentenverhalten
1
Kundenzufriedenheit
1
Negative customer emotions
1
Occupational qualification
1
Qualifikation
1
Relationship marketing
1
Service industry
1
Work behaviour
1
Workforce
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customer compatibility
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profitability
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satisfaction
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service operations
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Buell, Ryan W.
Gremler, Dwayne D.
Edvardsson, Bo
2
Tronvoll, Bård
2
Amelia, Amelia
1
Baaklini, Eliane Sam
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Bellos, Ioannis
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Journal of service management
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of service research : JSR
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ECONIS (ZBW)
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The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
2
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
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