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~person:"Shin, Hyunju"
~type_genre:"Aufsatz im Buch"
~type_genre:"Aufsatz in Zeitschrift"
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Customer service
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Shin, Hyunju
Gustafsson, Anders
10
Mattila, Anna S.
10
Thomas, Oliver
10
Stauss, Bernd
9
Van Vaerenbergh, Yves
9
Walsh, Gianfranco
8
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7
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6
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6
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6
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6
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6
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6
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5
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Journal of service theory and practice : JSTP
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Services marketing quarterly
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ECONIS (ZBW)
7
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1
The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju
;
Bunosso, Isabella
;
Levine, Lindsay R.
- In:
International journal of consumer studies
47
(
2023
)
2
,
pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
Saved in:
2
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
3
Should a luxury brand's chatbot use emoticons? : impact on brand status
Li, Yuan
;
Shin, Hyunju
- In:
Journal of consumer behaviour
22
(
2023
)
3
,
pp. 569-581
Persistent link: https://www.econbiz.de/10014326124
Saved in:
4
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
5
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
6
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
7
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
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