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~person:"Gustafsson, Anders"
~subject:"Relationship marketing"
~type_genre:"Article in journal"
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Customer service
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Dienstleistungsqualität
9
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Service quality
9
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8
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Gustafsson, Anders
Barnes, Donald C.
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Baker, Melissa A.
4
Dagger, Tracey S.
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Larivière, Bart
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Mattila, Anna S.
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Piccoli, Gabriele
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Shin, Hyunju
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Sirianni, Nancy J.
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Chaker, Nawar N.
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Chiguvi, Douglas
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Flavián Blanco, Carlos
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Gazzoli, Gabriel
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Gremler, Dwayne D.
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Hellström, Daniel
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Hur, Won-Moo
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Hyun, Sunghyup Sean
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Kim, Wansoo
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McColl-Kennedy, Janet R.
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Mortimer, Gary
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Ok, Chihyung
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Pelletier, Mark J.
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Rui, Huaxia
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Sharifi, Seyed Shahin
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Sousa, Rui
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To, Wai Ming
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Torres, Edwin N.
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Journal of the Academy of Marketing Science
1
The journal of services marketing
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ECONIS (ZBW)
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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
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:
4
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:
5
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:
6
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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