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~person:"Gustafsson, Anders"
~person:"Lyu, Yijing"
~type_genre:"Article in journal"
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Search: subject_exact:"After-Sales-Management"
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Customer service
14
Dienstleistungsqualität
14
Kundenservice
14
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Customer satisfaction
9
Kundenzufriedenheit
9
Beziehungsmarketing
8
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Gustafsson, Anders
Lyu, Yijing
Mattila, Anna S.
10
Van Vaerenbergh, Yves
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Edvardsson, Bo
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Beatty, Sharon E.
6
Collier, Joel E.
6
Ellinger, Alexander E.
6
Gremler, Dwayne D.
6
Gruber, Thorsten
6
Medler-Liraz, Hana
6
Sharma, Piyush
6
Söderlund, Magnus
6
Wirtz, Jochen
6
Brady, Michael K.
5
Dagger, Tracey S.
5
Dixon, Matthew
5
Groth, Markus
5
Larivière, Bart
5
Prentice, Catherine
5
Román, Sergio
5
Ruyter, Ko de
5
Seger-Guttmann, Tali
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
Baker, Melissa A.
4
Danaher, Peter J.
4
De Keyser, Arne
4
Gierl, Heribert
4
Grewal, Dhruv
4
Haas, Alexander
4
Holmqvist, Jonas
4
Huang, Zhuowei
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Karatepe, Osman M.
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International journal of hospitality management
2
Journal of business research : JBR
2
Journal of retailing
2
Asia Pacific journal of management
1
Cornell hospitality quarterly : CQ
1
International journal of contemporary hospitality management
1
Journal of retailing and consumer services
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Journal of service management
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Journal of service research
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Journal of the Academy of Marketing Science
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ECONIS (ZBW)
14
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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
Family ostracism and proactive customer service performance : an explanation from conservation of resources theory
Ye, Yijiao
;
Zhu, Hong
;
Chen, Yuanyi
;
Kwan, Ho Kwong
; …
- In:
Asia Pacific journal of management
38
(
2021
)
2
,
pp. 645-667
Persistent link: https://www.econbiz.de/10012542628
Saved in:
6
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:
7
The impact of high-commitment HR practices on hotel employees' proactive customer service performance
Chen, Mengyuan
;
Lyu, Yijing
;
Li, Yan
;
Zhou, Xing
;
Li, Weiwen
- In:
Cornell hospitality quarterly : CQ
58
(
2017
)
1
,
pp. 94-107
Persistent link: https://www.econbiz.de/10011638667
Saved in:
8
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:
9
Exploring the dynamic effect of multi-quality attributes on overall satisfaction : the case of incentive events
Zhu, Hong
;
Lyu, Yijing
;
Deng, Xincai
;
Ye, Yijiao
- In:
International journal of hospitality management
64
(
2017
),
pp. 62-72
Persistent link: https://www.econbiz.de/10011731682
Saved in:
10
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
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