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~language:"eng"
~person:"Gremler, Dwayne D."
~person:"Miao, Li"
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Customer service
13
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Consumer behaviour
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Customer satisfaction
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Dienstleistungsqualität
8
Emotion
8
Konsumentenverhalten
8
Kundenzufriedenheit
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service encounter
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Gremler, Dwayne D.
Miao, Li
Mattila, Anna S.
10
Edvardsson, Bo
9
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Wirtz, Jochen
9
Kumar, Anuj
8
Barnes, Donald C.
7
McColl-Kennedy, Janet R.
7
Netessine, Serguei
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Walsh, Gianfranco
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Ellinger, Alexander E.
6
Groth, Markus
6
Gruber, Thorsten
6
Medler-Liraz, Hana
6
Ruyter, Ko de
6
Söderlund, Magnus
6
Brady, Michael K.
5
Dagger, Tracey S.
5
Grewal, Dhruv
5
Hinson, Robert
5
Larivière, Bart
5
Lucas, Robert W.
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Lyu, Yijing
5
Mathies, Christine
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Prentice, Catherine
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Román, Sergio
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Seger-Guttmann, Tali
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Streukens, Sandra
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
Witell, Lars
5
Agatz, Niels
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International journal of hospitality management
3
Journal of service research : JSR
2
International journal of contemporary hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Journal of service management
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)
13
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13
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1
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
Saved in:
2
The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Brach, Simon
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
Saved in:
3
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
4
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
Saved in:
5
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
6
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
7
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
8
Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya
;
Miao, Li
;
Aattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
Saved in:
9
Self-regulation and "other consumers" at service encounters : a sociometer perspective
Miao, Li
- In:
International journal of hospitality management
39
(
2014
),
pp. 122-129
Persistent link: https://www.econbiz.de/10010389398
Saved in:
10
Emotion regulation at service encounters : coping with the behavior of other customers
Miao, Li
- In:
Journal of hospitality marketing & management
23
(
2014
)
1/2
,
pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
Saved in:
1
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