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person:"Berry, Leonard L."
~person:"Sirianni, Nancy J."
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Search: subject_exact:"Kundendienst"
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Customer service
8
Kundenservice
8
Consumer behaviour
5
Dienstleistungssektor
5
Konsumentenverhalten
5
Kundendienst
5
Beziehungsmarketing
4
Customer satisfaction
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Berry, Leonard L.
Sirianni, Nancy J.
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
11
Wirtz, Jochen
11
Mattila, Anna S.
10
Edvardsson, Bo
9
Fellmann, Michael
9
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
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8
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8
Nüttgens, Markus
8
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8
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7
Bliemel, Friedhelm
7
Bowen, David E.
7
Cook, Sarah
7
Fassott, Georg
7
Gelbrich, Katja
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Shin, Hyunju
7
Zemke, Ron
7
Beatty, Sharon E.
6
Bruhn, Manfred
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
Gierl, Heribert
6
Gremler, Dwayne D.
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Journal of marketing
2
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1
Journal of business research : JBR
1
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Journal of service management
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Journal of service research : JSR
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ECONIS (ZBW)
9
USB Cologne (EcoSocSci)
4
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1
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
2
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
3
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
Saved in:
4
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
5
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
Saved in:
6
Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.
;
Bitner, Mary Jo
;
Brown, Stephen Walter
- In:
Journal of marketing
77
(
2013
)
6
,
pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
Saved in:
7
Truly, madly, deeply : consumers in the throes of material possession love
Lastovicka, John L.
;
Sirianni, Nancy J.
- In:
Journal of consumer research : JCR ; an …
38
(
2011/12
)
2
,
pp. 323-342
Persistent link: https://www.econbiz.de/10009272166
Saved in:
8
Serving unfair customers
Berry, Leonard L.
;
Seiders, Kathleen
- In:
Business horizons
51
(
2008
)
1
,
pp. 29-37
Persistent link: https://www.econbiz.de/10003708226
Saved in:
9
Harvard business review on retailing and merchandising
Berry, Leonard L.
(
contributor
)
-
2008
Persistent link: https://www.econbiz.de/10004920813
Saved in:
10
Discovering the soul of service : the nine drivers of sustainable business success
Berry, Leonard L.
-
1999
Persistent link: https://www.econbiz.de/10004567228
Saved in:
11
On great service : a framework for action
Berry, Leonard L.
-
1995
-
1. print.
Persistent link: https://www.econbiz.de/10004248945
Saved in:
12
Delivering quality service : balancing customer perceptions and expectations
Zeithaml, Valarie A.
;
Parasuraman, A.
;
Berry, Leonard L.
-
1990
Persistent link: https://www.econbiz.de/10000083054
Saved in:
13
Delivering quality service : balancing customer perceptions and expectations
Zeithaml, Valarie A.
;
Parasuraman, A.
;
Berry, Leonard L.
-
1990
Persistent link: https://www.econbiz.de/10004076032
Saved in:
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