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~person:"Gelbrich, Katja"
~person:"Gustafsson, Anders"
~person:"Shin, Hyunju"
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Search: subject_exact:"Customer service"
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Customer service
24
Kundenservice
23
Customer satisfaction
20
Kundenzufriedenheit
19
Dienstleistungsqualität
16
Service quality
16
Consumer behaviour
14
Konsumentenverhalten
14
Beziehungsmarketing
12
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12
Beschwerdemanagement
10
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10
Dienstleistungssektor
4
Einzelhandel
4
Retail trade
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Bibliometrics
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Customer experience
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Online retailing
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Service encounters
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Services
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Service
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Gelbrich, Katja
Gustafsson, Anders
Shin, Hyunju
Stauss, Bernd
19
Thomas, Oliver
14
Cook, Sarah
13
Pepels, Werner
11
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Kumar, Anuj
9
Van Vaerenbergh, Yves
9
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8
Nüttgens, Markus
8
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8
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7
Bliemel, Friedhelm
7
Bowen, David E.
7
Ellinger, Alexander E.
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Zemke, Ron
7
Beatty, Sharon E.
6
Collier, Joel E.
6
Dagger, Tracey S.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
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6
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Ilmenauer Schriften zur Betriebswirtschaftslehre
3
Journal of business research : JBR
3
Journal of retailing
2
Journal of retailing and consumer services
2
Journal of service research
2
The journal of services marketing
2
European journal of marketing
1
International journal of consumer studies
1
Journal of Services Marketing
1
Journal of consumer behaviour
1
Journal of service management
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1
Journal of service theory and practice : JSTP
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Journal of the Academy of Marketing Science
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ECONIS (ZBW)
23
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1
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1
The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju
;
Bunosso, Isabella
;
Levine, Lindsay R.
- In:
International journal of consumer studies
47
(
2023
)
2
,
pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
Saved in:
2
Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine
;
Shams, Poja
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
170
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
Saved in:
3
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
4
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
5
Should a luxury brand's chatbot use emoticons? : impact on brand status
Li, Yuan
;
Shin, Hyunju
- In:
Journal of consumer behaviour
22
(
2023
)
3
,
pp. 569-581
Persistent link: https://www.econbiz.de/10014326124
Saved in:
6
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:
7
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:
8
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:
9
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:
10
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
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