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~language:"eng"
~person:"McColl-Kennedy, Janet R."
~person:"Miao, Li"
~person:"Streukens, Sandra"
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Search: subject_exact:"Technischer Kundendienst"
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Customer service
19
Kundenservice
19
Dienstleistungsqualität
15
Service quality
15
Consumer behaviour
12
Konsumentenverhalten
12
Customer satisfaction
10
Kundenzufriedenheit
10
Beziehungsmarketing
5
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5
Hospitality industry
5
Relationship marketing
5
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4
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Communication
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McColl-Kennedy, Janet R.
Miao, Li
Streukens, Sandra
Mattila, Anna S.
10
Edvardsson, Bo
9
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Wirtz, Jochen
9
Kumar, Anuj
8
Barnes, Donald C.
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
Gremler, Dwayne D.
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.
5
Lyu, Yijing
5
Mathies, Christine
5
Prentice, Catherine
5
Román, Sergio
5
Seger-Guttmann, Tali
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
Witell, Lars
5
Agatz, Niels
4
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International journal of hospitality management
4
Journal of service management
2
Research memorandum / METEOR
2
The journal of services marketing
2
European journal of marketing : EJM
1
International journal of contemporary hospitality management
1
Journal of business research : JBR
1
Journal of economic psychology : research in economic psychology and behavioral economics
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
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Journal of service research
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ECONIS (ZBW)
19
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19
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1
To serve and protect : a typology of service robots and their role in physically safe services
Schepers, Jeroen
;
Streukens, Sandra
- In:
Journal of service management
33
(
2022
)
2
,
pp. 197-209
Persistent link: https://www.econbiz.de/10012880723
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
8
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:
9
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:
10
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
1
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