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subject:"Service quality"
~person:"Feng, Tianjun"
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Service quality
Dienstleistungsqualität
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Emotion
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Beschwerdemanagement
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Complaint management
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Arbeitsgruppe
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Consumer behaviour
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Customer satisfaction
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China
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Kollektives Handeln
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anger
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group emotional contagion
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group service failure
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Feng, Tianjun
Fan, Xiucheng
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Han, Heesup
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Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
The journal of consumer marketing
1
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ECONIS (ZBW)
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1
Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 326-338
Persistent link: https://www.econbiz.de/10010393227
Saved in:
2
The effects of group emotional contagion and deindividuation on complaint intentions in group service failure
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Delivering value in turbulent times : AMA Summer …
,
(pp. 468-477)
.
2012
Persistent link: https://www.econbiz.de/10010191478
Saved in:
3
Multiple emotional contagions in service encounters
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
3
,
pp. 449-466
Persistent link: https://www.econbiz.de/10009295483
Saved in:
4
An experimental investigation of the role of face in service failure and recovery encounters
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
The journal of consumer marketing
27
(
2010
)
7
,
pp. 584-593
Persistent link: https://www.econbiz.de/10008772834
Saved in:
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