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~person:"Bolton, Ruth N."
~person:"Gustafsson, Anders"
~subject:"Context"
~subject:"Kundenservice"
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Search: "Dienstleistungsqualität"
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Kundenservice
Dienstleistungsqualität
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Service quality
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14
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14
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12
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Bolton, Ruth N.
Gustafsson, Anders
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
McColl-Kennedy, Janet R.
7
Stauss, Bernd
7
Miao, Li
6
Edvardsson, Bo
5
Larivière, Bart
5
Lyu, Yijing
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Sharma, Piyush
5
Shin, Hyunju
5
Söderlund, Magnus
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Wirtz, Jochen
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Ellinger, Alexander E.
4
Halperin, Basil
4
Ho, Benjamin
4
List, John A.
4
Mathies, Christine
4
Medler-Liraz, Hana
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Muir, Ian
4
Nguyen, Nha
4
Prentice, Catherine
4
Román, Sergio
4
Sands, Sean
4
Tronvoll, Bård
4
Tsarenko, Yelena
4
Voorhees, Clay M.
4
Witell, Lars
4
Ye, Yijiao
4
Auh, Seigyoung
3
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3
Barnes, Donald C.
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Berthon, Pierre R.
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Bonfanti, Angelo
3
Brady, Michael K.
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Brengman, Malaika
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Bruhn, Manfred
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Journal of business research : JBR
2
Journal of retailing
2
Journal of retailing and consumer services
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)
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1
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:
2
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:
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
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:
5
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:
6
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:
7
The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.
;
Gustafsson, Anders
;
Kristensson, Per
- In:
Journal of retailing and consumer services
30
(
2016
),
pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
Saved in:
8
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:
9
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
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