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~subject:"Emotion"
~subject:"Electronic Commerce"
~isPartOf:"The journal of services marketing"
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Search: subject_exact:"Kundendienst"
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Emotion
Electronic Commerce
Customer service
75
Kundenservice
75
Dienstleistungsqualität
54
Service quality
54
Customer satisfaction
46
Kundenzufriedenheit
46
Beziehungsmarketing
39
Relationship marketing
39
Consumer behaviour
35
Konsumentenverhalten
35
Dienstleistungssektor
21
Service industry
21
Services
17
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16
Service encounter
16
Beschwerdemanagement
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Customer integration
9
Kundenintegration
9
Dienstleistungsberufe
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Frontline service employees
8
Service workers
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Customer experience
7
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Arbeitszufriedenheit
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Betriebliche Wertschöpfung
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Job satisfaction
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Service delivery
6
Service recovery
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Tourism employees
6
Tourismusberufe
6
Value creation
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Satisfaction
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Service failure
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USA
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United States
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Almanza, Barbara
1
Anaya, Gerardo Joel
1
Barnes, Donald C.
1
Barnett, Willy
1
Black, William C.
1
Bock, Dora Elizabeth
1
Bourdeau, Brian L.
1
Collier, Joel E.
1
Cronin, J. J.
1
Folse, Judith Anne Garretson
1
Funches, Vanessa
1
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1
Ifie, Kemefasu
1
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1
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1
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1
Mattila, Anna S.
1
Medler-Liraz, Hana
1
Miao, Li
1
Närvänen, Elina
1
Padgett, Daniel T.
1
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1
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1
Schwabe, Maria
1
Voorhees, Clay M.
1
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The journal of services marketing
International journal of hospitality management
16
Journal of retailing and consumer services
15
Journal of business research : JBR
8
International journal of contemporary hospitality management
7
SpringerLink / Bücher
6
Academy of Management journal : AMJ
5
International journal of electronic customer relationship management : IJECRM
5
Journal of service theory and practice : JSTP
5
Psychology & marketing
5
Journal of service management
4
Journal of service research
4
Journal of service research : JSR
4
Springer eBook Collection / Business and Economics
4
The service industries journal
4
Information systems research : ISR
3
International journal of business information systems : IJBIS
3
International journal of quality and service sciences
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Progress in IS
3
SOM research reports
3
Business horizons
2
E-commerce trends for organizational advancement : new applications and methods
2
ERIM report series research in management
2
European journal of operational research : EJOR
2
Forschungsergebnisse der WU Wirtschaftsuniversität Wien
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
Interaktionen im Dienstleistungsbereich
2
International journal of electronic commerce : IJEC
2
Journal for global business advancement : JGBA
2
Journal of consumer marketing
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of internet commerce
2
Journal of management : JOM
2
Journal of marketing
2
Journal of service theory and practice
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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ECONIS (ZBW)
11
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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
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:
3
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:
4
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:
5
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:
6
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:
7
Exploring service failure in a business-to-business context
Zhu, Xia
;
Zolkiewski, Judy
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 367-379
Persistent link: https://www.econbiz.de/10011387791
Saved in:
8
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:
9
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:
10
The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
Saved in:
11
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:
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