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~isPartOf:"Journal of service theory and practice : JSTP"
~subject:"Arbeitsverhalten"
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
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Arbeitsverhalten
Customer satisfaction
Emotion
Online retailing
Customer service
14
Kundenservice
14
Beziehungsmarketing
10
Relationship marketing
10
Dienstleistungsqualität
9
Kundenzufriedenheit
9
Service quality
9
Consumer behaviour
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Customer delight
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Gouthier, Matthias
2
Ludwig, Nadine L.
2
Aparicio-Valverde, Mireia
1
Barnes, Donald C.
1
Batt, Resemary
1
Chicu, Dorina
1
Chiew, Tung Moi
1
Ellinger, Alexander E.
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Gaur, Sanjaya Singh
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Gemmel, Paul
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Han, Su-Jin
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Heidenreich, Sven
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Li, Chia-Ying
1
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1
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1
Mothersbaugh, David L.
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Ramseook-Munhurrun, Prabha
1
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1
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Ryan, Gerard
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1
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Journal of service theory and practice : JSTP
Journal of retailing and consumer services
58
The journal of services marketing
54
International journal of hospitality management
50
Journal of business research : JBR
40
Journal of service research : JSR
22
International journal of contemporary hospitality management
20
Journal of service research
18
Journal of hospitality marketing & management
15
Journal of service management
14
The service industries journal
14
Journal of retailing
13
Journal of service theory and practice
13
Psychology & marketing
13
Service business
12
Services marketing quarterly
11
The TQM journal : the international review of organizational improvement
10
Managing service quality : MSQ ; an international journal
9
International journal of business and economics
8
Journal of the Academy of Marketing Science
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
European journal of marketing : EJM
7
International journal of quality and service sciences
7
Journal of air transport management
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
SpringerLink / Bücher
7
The Cornell hospitality quarterly
7
Tourism management : research, policies, practice
7
Cogent business & management
6
International journal of services and operations management
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
Academy of Management journal : AMJ
5
Asia Pacific journal of marketing and logistics
5
Business horizons
5
European research studies
5
Industrial marketing management : the international journal for industrial and high-tech firms
5
International journal of business information systems : IJBIS
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
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ECONIS (ZBW)
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1
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
2
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
3
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
4
Service with a conscience : moral dilemmas in customer service roles
Yagil, Dana
;
Shultz, Tamar
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
3
,
pp. 689-711
Persistent link: https://www.econbiz.de/10011707303
Saved in:
5
Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh
;
Sharma, Piyush
;
Herjanto, Halimin
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
6
,
pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
Saved in:
6
A critical incident technique investigation of customers’ waiting experiences in service encounters
Ramseook-Munhurrun, Prabha
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
3
,
pp. 246-272
Persistent link: https://www.econbiz.de/10011528280
Saved in:
7
Engaged customers as job resources or demands for frontline employees?
Verleye, Katrien
;
Gemmel, Paul
;
Rangarajan, Deva
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
3
,
pp. 363-383
Persistent link: https://www.econbiz.de/10011528307
Saved in:
8
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine
;
Chiew, Tung Moi
;
Kleinaltenkamp, Michael
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
2
,
pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Saved in:
9
The service-profit chain in call centre services
Chicu, Dorina
;
Aparicio-Valverde, Mireia
;
Ryan, Gerard
; …
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
5
,
pp. 616-641
Persistent link: https://www.econbiz.de/10011599111
Saved in:
10
Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
Saved in:
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