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~language:"eng"
~person:"Gremler, Dwayne D."
~person:"Sharma, Piyush"
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Customer service
13
Kundenservice
13
Customer satisfaction
9
Kundenzufriedenheit
9
Dienstleistungsqualität
7
Service quality
7
Cross-cultural management
5
Interkulturelles Management
5
Consumer behaviour
4
Emotion
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Gremler, Dwayne D.
Sharma, Piyush
Gustafsson, Anders
10
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
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
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
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
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Journal of service research : JSR
4
Journal of service management
2
The journal of services marketing
2
Contemporary research in e-branding
1
Journal of retailing
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
Journal of the Academy of Marketing Science
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ECONIS (ZBW)
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
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:
3
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:
4
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:
5
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:
6
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:
7
Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.
;
Sharma, Piyush
;
Kim, Namwoon
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
Saved in:
8
Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
Sharma, Piyush
;
Zhan, Wu
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 93-102
Persistent link: https://www.econbiz.de/10011343392
Saved in:
9
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
10
Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an
;
Sharma, Piyush
;
Rai, Arun
; …
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
Saved in:
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