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~isPartOf:"Erfolgsfaktor Emotionalisierung : wie Unternehmen die Herzen der Kunden gewinnen"
~isPartOf:"The journal of services marketing"
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Emotion
59
Consumer behaviour
31
Konsumentenverhalten
31
Beziehungsmarketing
28
Relationship marketing
28
Customer satisfaction
19
Kundenzufriedenheit
19
Dienstleistungsqualität
13
Service quality
13
Customer service
9
Kundenservice
9
Arbeitszufriedenheit
6
Job satisfaction
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4
Beschwerdemanagement
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Brand management
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Cognition
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4
Emotions
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Erfolgsfaktor Emotionalisierung : wie Unternehmen die Herzen der Kunden gewinnen
The journal of services marketing
Journal of business research : JBR
246
International journal of hospitality management
172
Journal of retailing and consumer services
152
Journal of business ethics : JOBE
102
Tourism management : research, policies, practice
92
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
87
Psychology & marketing
84
Journal of consumer research : JCR ; an interdisciplinary bimonthly
77
The leadership quarterly : LQ ; an international journal of political, social and behavioral science
74
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
65
Academy of Management journal : AMJ
63
Journal of economic psychology : research in economic psychology and behavioral economics
56
SpringerLink / Bücher
56
Journal of travel and tourism marketing
55
Journal of business and psychology
54
International journal of contemporary hospitality management
49
Journal of behavioral decision making
49
Journal of vocational behavior
49
Journal of hospitality marketing & management
48
Journal of organizational behavior : OB ; the internat. journal of industrial, occupational and organizational psychology and behavior
47
The service industries journal
46
Journal of consumer psychology : JCP : the official journal of the Society for Consumer Psychology
45
Journal of economic behavior & organization : JEBO
45
The journal of brand management : an international journal
45
Tourism management perspectives : TMP
44
Journal of managerial psychology
42
Human relations
41
Journal of marketing research : JMR
41
Discussion paper series / IZA
39
European journal of marketing : EJM
39
The Academy of Management review : AMR
39
The journal of product & brand management
39
Leadership & organization development journal
37
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
36
Research companion to emotion in organizations
36
Cogent business & management
35
Marketing letters : a journal of research in marketing
34
International journal of consumer studies
31
Journal of marketing management : MM
31
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ECONIS (ZBW)
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1
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
2
Malls designed for inclusion? : emotional experience of irritating aspects of the mallscape that distance consumers with disabilities
Vilnai-Yavetz, Iris
;
Gilboa, Shaked
;
Mitchell, Vincent-Wayne
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 344-368
Persistent link: https://www.econbiz.de/10014516048
Saved in:
3
The impact of eudaimonic well-being on experience and loyalty : a tourism context
Al-Okaily, Nour Salah
;
Alzboun, Nidal
;
Alrawadieh, Ziad
; …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 216-231
Persistent link: https://www.econbiz.de/10013542929
Saved in:
4
Enhancing affective commitment through gamified services of luxury brands : role of game mechanics and self-congruity
Saxena, Garima
;
Jain, Sheetal
;
Mishra, Sita
- In:
The journal of services marketing
37
(
2023
)
8
,
pp. 1018-1031
Persistent link: https://www.econbiz.de/10014333591
Saved in:
5
Need for distinction moderates customer responses to preferential treatment
Pontes, Vivian
;
Greer, Dominique A.
;
Pontes, Nicolas
; …
- In:
The journal of services marketing
37
(
2023
)
4
,
pp. 409-419
Persistent link: https://www.econbiz.de/10014276916
Saved in:
6
The effect of perceived threat on online service reviews
Kim, Jong Min
;
Lee, Eunkyung
- In:
The journal of services marketing
37
(
2023
)
3
,
pp. 300-312
Persistent link: https://www.econbiz.de/10014228972
Saved in:
7
Through the looking glass : perceiving risk and emotions toward cosmetic procedure engagement
Sood, Abhinav
;
Quintal, Vanessa Ann
;
Phau, Ian
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 14-28
Persistent link: https://www.econbiz.de/10012798379
Saved in:
8
Talking bodies : an embodied approach to service employees' work
Kuuru, Tiina-Kaisa
;
Närvänen, Elina
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 313-325
Persistent link: https://www.econbiz.de/10013407498
Saved in:
9
Gift card types and willingness to spend more
Lim, SangGon
;
Ok, Chihyung
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 710-724
Persistent link: https://www.econbiz.de/10013407592
Saved in:
10
Relational cohesion between users and smart voice assistants
Hernández Ortega, Blanca
;
Aldas-Manzano, Joaquin
; …
- In:
The journal of services marketing
36
(
2022
)
5
,
pp. 725-740
Persistent link: https://www.econbiz.de/10013407596
Saved in:
11
Consumer responses to environmental corporate social responsibility and luxury
Schill, Marie
;
Godefroit-Winkel, Delphine
- In:
The journal of services marketing
36
(
2022
)
6
,
pp. 769-780
Persistent link: https://www.econbiz.de/10013407599
Saved in:
12
Emotional intelligence in front-line/back-office employee relationships
Kearney, Treasa
;
Walsh, Gianfranco
;
Barnett, Willy
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 185-199
Persistent link: https://www.econbiz.de/10011654735
Saved in:
13
Rethinking functionality and emotions in the service consumption process : the case of funeral services
Korai, Bernard
;
Souiden, Nizar
- In:
The journal of services marketing
31
(
2017
)
3
,
pp. 247-264
Persistent link: https://www.econbiz.de/10011741250
Saved in:
14
Influence of empathy on hotel guests' emotional service experience
Umasuthan, Hamsanandini
;
Park, Oun-Joung
;
Ryu, Jong-Hyun
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 618-635
Persistent link: https://www.econbiz.de/10011801636
Saved in:
15
Employee revenge against uncivil customers
Bedi, Akanksha
;
Schat, Aaron C. H.
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 636-649
Persistent link: https://www.econbiz.de/10011801639
Saved in:
16
What makes consumers believe : the impacts of priming and sequential service experiences on consumer emotions and willingness to pay
Chou, Ting-Jui
;
Chang, En-Chung
;
Zheng, Yanan
;
Tang, Xiaofei
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 115-127
Persistent link: https://www.econbiz.de/10011445806
Saved in:
17
The effect of workplace incivility on service employee creativity : the mediating role of emotional exhaustion and intrinsic motivation
Hur, Won-Moo
;
Moon, Taewon
;
Jun, Jea-Kyoon
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 302-315
Persistent link: https://www.econbiz.de/10011524400
Saved in:
18
How does customer orientation influence authentic emotional display?
Huang, Yu-Shan
;
Brown, Tom
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 316-326
Persistent link: https://www.econbiz.de/10011524406
Saved in:
19
Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth
;
Folse, Judith Anne Garretson
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
Saved in:
20
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
21
The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana
- In:
The journal of services marketing
30
(
2016
)
4
,
pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
Saved in:
22
Retrospective: the importance of servicescapes in leisure service settings
Wakefield, Kirk L.
;
Blodgett, Jeffrey
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 686-691
Persistent link: https://www.econbiz.de/10011590914
Saved in:
23
Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience
Lin, Ingrid Y.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 692-712
Persistent link: https://www.econbiz.de/10011590915
Saved in:
24
Restaurant tipping and customers' susceptibility to emotional contagion
Koku, Paul Sergius
;
Savas, Selen
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 762-772
Persistent link: https://www.econbiz.de/10011590922
Saved in:
25
An investigation into gamification as a customer engagement experience environment
Harwood, Tracy
;
Garry, Tony
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 533-546
Persistent link: https://www.econbiz.de/10011418363
Saved in:
26
Customer response to employee emotional labor : the structural relationship between emotional labor, job satisfaction, and customer satisfaction
Hur, Won-moo
;
Moon, Tae Won
;
Jung, Yeon Sung
- In:
The journal of services marketing
29
(
2015
)
1
,
pp. 71-80
Persistent link: https://www.econbiz.de/10010531127
Saved in:
27
Emotional timescapes : the temporal perspective and consumption emotions in services
Maguire, Louise
;
Geiger, Susi
- In:
The journal of services marketing
29
(
2015
)
3
,
pp. 211-223
Persistent link: https://www.econbiz.de/10011308999
Saved in:
28
Embracing CSR in pro-social relationship marketing program : understanding driving forces of positive consumer responses
Hwang, Jiyoung
;
Kandampully, Jay
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 344-353
Persistent link: https://www.econbiz.de/10011387768
Saved in:
29
Healthcare branding : developing emotionally based consumer brand relationships
Kemp, Elyria
;
Jillapalli, Ravi
;
Becerra, Enrique
- In:
The journal of services marketing
28
(
2014
)
2
,
pp. 126-137
Persistent link: https://www.econbiz.de/10010371785
Saved in:
30
Customer delight and work engagement
Barnes, Donald C.
;
Collier, Joel E.
;
Robinson, Stacey
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
Saved in:
31
The effects of anticipatory emotions on service satisfaction and behavioral intention
Koenig-Lewis, Nicole
;
Palmer, Adrian
- In:
The journal of services marketing
28
(
2014
)
6
,
pp. 437-451
Persistent link: https://www.econbiz.de/10010434609
Saved in:
32
The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees
Wang, Edward Shih-tse
- In:
The journal of services marketing
28
(
2014
)
4
,
pp. 319-330
Persistent link: https://www.econbiz.de/10010411902
Saved in:
33
Problematic customers and customer service employee retaliation
Madupalli, Ramana Kumar
;
Poddar, Amit
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 244-255
Persistent link: https://www.econbiz.de/10010391424
Saved in:
34
Emotional antecedents and outcomes of service recovery : an exploratory study in the luxury hotel industry
Riscinto-Kozub, Kristen Ann
;
O’Neill, Martin Anthony
; …
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 233-243
Persistent link: https://www.econbiz.de/10010391426
Saved in:
35
The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services
Hur, Won-moo
;
Park, Sang Il
;
Moon, Tae Won
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 195-206
Persistent link: https://www.econbiz.de/10010391434
Saved in:
36
Modelling trust in service relationships : a transnational perspective
Sekhon, Harjit
;
Roy, Sanjit
;
Shergill, Gurvinder S.
; …
- In:
The journal of services marketing
27
(
2013
)
1
,
pp. 76-86
Persistent link: https://www.econbiz.de/10009723099
Saved in:
37
Affective and cognitive antecedents of customer loyalty towards e-mail service providers
Ranganathan, Sampath Kumar
;
Madupu, Vivek
;
Sen, Sandipan
; …
- In:
The journal of services marketing
27
(
2013
)
3
,
pp. 195-206
Persistent link: https://www.econbiz.de/10009761814
Saved in:
38
The role of emotions in online consumer behavior : a comparison of search, experience, and credence services
Mazaheri, Ebrahim
;
Richard, Marie-Odile
;
Laroche, Michael
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 535-550
Persistent link: https://www.econbiz.de/10009672289
Saved in:
39
Service receivers' negative emotions in airline and hospital service settings
Petzer, Daniel J.
;
De Meyer, Christine F.
;
Svari, Sander
; …
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 484-496
Persistent link: https://www.econbiz.de/10009672314
Saved in:
40
Fan identification, Schadenfreude toward hated rivals, and the mediating effects of Importance of Winning Index (IWIN)
Dalakas, Vassilis
;
Melancon, Joanna Phillips
- In:
The journal of services marketing
26
(
2012
)
1
,
pp. 51-59
Persistent link: https://www.econbiz.de/10009519753
Saved in:
41
The role of cause and affect in service failure
Harrison-Walker, L. Jean
- In:
The journal of services marketing
26
(
2012
)
2
,
pp. 115-123
Persistent link: https://www.econbiz.de/10009568251
Saved in:
42
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
;
Slåtten, Terje
;
Svensson, Göran
; …
- In:
The journal of services marketing
25
(
2011
)
5
,
pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Saved in:
43
The consumer anger phenomena : causes and consequences
Funches, Vanessa
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 420-428
Persistent link: https://www.econbiz.de/10009390052
Saved in:
44
Service customer commitment and response
Jones, Tim
;
Fox, Gavin L.
;
Taylor, Shirley F.
; …
- In:
The journal of services marketing
24
(
2010
)
1
,
pp. 16-28
Persistent link: https://www.econbiz.de/10003953401
Saved in:
45
The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts
Hume, Margee
;
Sullivan Mort, Gillian
- In:
The journal of services marketing
24
(
2010
)
2/3
,
pp. 170-182
Persistent link: https://www.econbiz.de/10003990915
Saved in:
46
"It's a people business" - wie intueri im Contact-Center Emotionen misst und steuert
Meyer, Matthias
- In:
Erfolgsfaktor Emotionalisierung : wie Unternehmen die …
,
(pp. 279-296)
.
2010
Persistent link: https://www.econbiz.de/10008773220
Saved in:
47
Leidenschaft für Schuhe : kundenrelevante Emotionalisierungsstrategien bei der Ludwig Görtz GmbH
Jacobs, Michael
;
Boluminski, Jan
- In:
Erfolgsfaktor Emotionalisierung : wie Unternehmen die …
,
(pp. 245-259)
.
2010
Persistent link: https://www.econbiz.de/10008773223
Saved in:
48
"Kinder brauchen mehr als einen Schutzengel" : emotionalisierte Kundengewinnung bei ProLife
Solomita, Renato
;
Wehleit, Kolja
- In:
Erfolgsfaktor Emotionalisierung : wie Unternehmen die …
,
(pp. 223-244)
.
2010
Persistent link: https://www.econbiz.de/10008773224
Saved in:
49
Erfolgsfaktor Emotionalisierung der Kundenbindung : der Migros Baby Club
Dietiker, Nicole
;
Schönholzer, Andrea
- In:
Erfolgsfaktor Emotionalisierung : wie Unternehmen die …
,
(pp. 207-221)
.
2010
Persistent link: https://www.econbiz.de/10008773225
Saved in:
50
Emotionalisierung der Mitarbeitergewinnung : Employer Branding bei der Techniker Krankenkasse (TK)
Benrens, Andreas
;
Dorn, Thomas
- In:
Erfolgsfaktor Emotionalisierung : wie Unternehmen die …
,
(pp. 173-187)
.
2010
Persistent link: https://www.econbiz.de/10008773227
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