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~person:"Beatty, Sharon E."
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Beziehungsmarketing
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Customer service
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Customer satisfaction
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Customer delight
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Beatty, Sharon E.
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gouthier, Matthias
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Sharma, Piyush
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Shin, Hyunju
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Söderlund, Magnus
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McColl-Kennedy, Janet R.
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Miao, Li
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Stauss, Bernd
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Dagger, Tracey S.
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Edvardsson, Bo
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Gelbrich, Katja
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Hinterhuber, Hans H.
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Medler-Liraz, Hana
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Sirianni, Nancy J.
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Tam, Jackie L. M.
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Torres, Edwin N.
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Tronvoll, Bård
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Witell, Lars
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Alkire, Linda
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Borghi, Matteo
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Chiguvi, Douglas
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De Keyser, Arne
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Fan, Alei
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Gremler, Dwayne D.
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European journal of marketing
1
Journal of service research
1
Journal of service research : JSR
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ECONIS (ZBW)
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It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
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2
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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
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