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~person:"Gustafsson, Anders"
~person:"Van Vaerenbergh, Yves"
~type_genre:"Article in journal"
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Search: subject_exact:"After-Sales-Management"
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Customer service
17
Dienstleistungsqualität
17
Kundenservice
17
Service quality
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Customer satisfaction
16
Kundenzufriedenheit
16
Beziehungsmarketing
12
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Gustafsson, Anders
Van Vaerenbergh, Yves
Mattila, Anna S.
10
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
Lyu, Yijing
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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Journal of business research : JBR
3
Journal of retailing
3
Managing service quality : MSQ ; an international journal
2
International journal of electronic commerce : IJEC
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
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Journal of service research : JSR
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Marketing letters : a journal of research in marketing
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ECONIS (ZBW)
17
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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
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
7
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
8
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
9
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
10
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
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