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~language:"eng"
~person:"Agatz, Niels"
~person:"Bowen, David E."
~person:"Gustafsson, Anders"
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Search: subject_exact:"Technischer Kundendienst"
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Customer service
20
Kundenservice
20
Dienstleistungsqualität
12
Service quality
12
Consumer behaviour
10
Customer satisfaction
10
Konsumentenverhalten
10
Kundenzufriedenheit
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Agatz, Niels
Bowen, David E.
Gustafsson, Anders
Mattila, Anna S.
10
Edvardsson, Bo
9
Van Vaerenbergh, Yves
9
Wirtz, Jochen
9
Kumar, Anuj
8
Barnes, Donald C.
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Walsh, Gianfranco
7
Beatty, Sharon E.
6
Collier, Joel E.
6
Ellinger, Alexander E.
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Medler-Liraz, Hana
6
Ruyter, Ko de
6
Brady, Michael K.
5
Dagger, Tracey S.
5
Grewal, Dhruv
5
Hinson, Robert
5
Larivière, Bart
5
Lucas, Robert W.
5
Lyu, Yijing
5
Mathies, Christine
5
Prentice, Catherine
5
Román, Sergio
5
Seger-Guttmann, Tali
5
Streukens, Sandra
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
Weinstein, Art
5
Witell, Lars
5
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Journal of business research : JBR
4
ERIM report series research in management
3
Journal of retailing
2
Academy of Management learning & education : AMLE
1
Human resource management review
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Managing innovation and change
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Operations management : a strategic approach
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The Routledge companion to strategic human resource management
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ECONIS (ZBW)
20
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20
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1
Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine
;
Shams, Poja
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
170
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
Saved in:
2
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:
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
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:
5
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:
6
Simultaneous customer interaction in online booking systems for attended home delivery
Visser, Thomas R.
;
Agatz, Niels
;
Spliet, Remy
-
2019
Persistent link: https://www.econbiz.de/10012126208
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
Optimization approaches for the traveling salesman problem with drone
Agatz, Niels
;
Bouman, Paul
;
Schmidt, Marie
-
2015
Persistent link: https://www.econbiz.de/10011342664
Saved in:
9
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
10
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:
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