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~person:"Gustafsson, Anders"
~person:"Rui, Huaxia"
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Search: subject_exact:"Customer service"
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Customer service
14
Kundenservice
14
Consumer behaviour
13
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Beziehungsmarketing
11
Dienstleistungsqualität
11
Relationship marketing
11
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customer service
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Customer experience
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Gustafsson, Anders
Rui, Huaxia
Mattila, Anna S.
10
Stauss, Bernd
10
Thomas, Oliver
10
Van Vaerenbergh, Yves
9
Shin, Hyunju
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Edvardsson, Bo
7
Ellinger, Alexander E.
7
Fellmann, Michael
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Schlicker, Michael
7
Sharma, Piyush
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Wirtz, Jochen
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Cook, Sarah
6
Dagger, Tracey S.
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Kippenberger, T
6
Lin, Binshan
6
Lyu, Yijing
6
Medler-Liraz, Hana
6
Pepels, Werner
6
Brady, Michael K.
5
Daugherty, Patricia J.
5
Dixon, Matthew
5
Lambert, Douglas M.
5
Larivière, Bart
5
Macaulay, Steve
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Journal of business research : JBR
3
Journal of management information systems : JMIS
2
Journal of retailing
2
Information systems research : ISR
1
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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MIS quarterly
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ECONIS (ZBW)
15
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1
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:
2
The power of identity cues in text-based customer service : evidence from Twitter
Gao, Yang
;
Rui, Huaxia
;
Sun, Shujing
- In:
MIS quarterly
47
(
2023
)
3
,
pp. 983-1014
Persistent link: https://www.econbiz.de/10014422566
Saved in:
3
Racial bias in customer service : evidence from twitter
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Information systems research : ISR
33
(
2022
)
1
,
pp. 43-54
Persistent link: https://www.econbiz.de/10013188240
Saved in:
4
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
Saved in:
5
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:
6
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:
7
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:
8
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:
9
When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Management information systems : mis quarterly
42
(
2018
)
2
,
pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
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
Saved in:
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