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~person:"Gustafsson, Anders"
~source:"econis"
~subject:"Customer satisfaction"
~subject:"Experiment"
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Customer satisfaction
Experiment
Consumer behaviour
26
Konsumentenverhalten
26
Beziehungsmarketing
16
Relationship marketing
16
Kundenzufriedenheit
15
Dienstleistungsqualität
14
Service quality
14
Customer service
9
Kundenservice
9
Customer experience
6
Dienstleistungssektor
5
Service industry
5
Dienstleistung
4
Einzelhandel
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Emotion
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4
Services
4
Brand management
3
Experience
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Markenführung
3
Perception
3
Visual attention
3
Wahrnehmung
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2
Brand
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Field experiment
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Innovation
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Measurement
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Messung
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Service
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16
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Gustafsson, Anders
Han, Heesup
67
Mattila, Anna S.
46
Homburg, Christian
42
Sutter, Matthias
37
Svensson, Göran
33
Mittal, Vikas
31
Usman, Osly
28
Wong, IpKin Anthony
28
Lusk, Jayson L.
27
Aksoy, Lerzan
26
Gil Saura, Irene
25
Prentice, Catherine
25
Ringle, Christian M.
25
Hyun, Sunghyup Sean
24
Prayag, Girish
24
Prybutok, Victor R.
24
Jang, Soocheong
23
Söderlund, Magnus
23
Nayga, Rodolfo M.
22
Bilgihan, Anil
21
Evanschitzky, Heiner
21
Loureiro, Sandra Maria Correia
21
Sharma, Piyush
21
Keiningham, Timothy
20
Shahin, Arash
20
Bauer, Hans H.
19
Lee, Choong-Ki
19
Luo, Xueming
19
Balaji, M. S.
18
Huber, Frank
18
Kerschbamer, Rudolf
18
Roschk, Holger
18
Wu, Luorong
18
Gelbrich, Katja
17
Verhoef, Peter C.
17
Yi, Youjae
17
Barnes, Donald C.
16
Hsu, Maxwell K.
16
McColl-Kennedy, Janet R.
16
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Journal of business research : JBR
5
Journal of retailing
2
International journal of quality and service sciences
1
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
Marketing intelligence & planning
1
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
How do corporate social responsibility (CSR) and innovativeness increase financial gains? : a customer perspective analysis
Ghanbarpour, Tohid
;
Gustafsson, Anders
- In:
Journal of business research : JBR
140
(
2022
),
pp. 471-481
Persistent link: https://www.econbiz.de/10013040676
Saved in:
3
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:
4
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:
5
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:
6
How customer experience management reconciles strategy differences between East and West
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of global scholars of marketing science : …
31
(
2021
)
3
,
pp. 273-295
Persistent link: https://www.econbiz.de/10012549083
Saved in:
7
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:
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
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:
10
Relationship characteristics and cash flow variability : implications for satisfaction, loyalty, and customer portfolio management
Tarasi, Crina O.
;
Bolton, Ruth N.
;
Gustafsson, Anders
; …
- In:
Journal of service research : JSR
16
(
2013
)
2
,
pp. 121-137
Persistent link: https://www.econbiz.de/10009774895
Saved in:
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