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~language:"eng"
~person:"Miao, Li"
~person:"McColl-Kennedy, Janet R."
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Search: subject_exact:"Technischer Kundendienst"
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Customer service
14
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Dienstleistungsqualität
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Consumer behaviour
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Customer satisfaction
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Miao, Li
McColl-Kennedy, Janet R.
Mattila, Anna S.
10
Edvardsson, Bo
9
Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Wirtz, Jochen
9
Kumar, Anuj
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Barnes, Donald C.
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Netessine, Serguei
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Shin, Hyunju
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Sirianni, Nancy J.
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Walsh, Gianfranco
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Ellinger, Alexander E.
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Gremler, Dwayne D.
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Groth, Markus
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Gruber, Thorsten
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Medler-Liraz, Hana
6
Ruyter, Ko de
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Söderlund, Magnus
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Brady, Michael K.
5
Dagger, Tracey S.
5
Grewal, Dhruv
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Hinson, Robert
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Larivière, Bart
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Lucas, Robert W.
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Lyu, Yijing
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Mathies, Christine
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Prentice, Catherine
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Román, Sergio
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Seger-Guttmann, Tali
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Streukens, Sandra
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Subramony, Mahesh
5
Voorhees, Clay M.
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Witell, Lars
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International journal of hospitality management
4
The journal of services marketing
2
European journal of marketing : EJM
1
International journal of contemporary hospitality management
1
Journal of business research : JBR
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
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Journal of service management
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ECONIS (ZBW)
14
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1
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
2
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
3
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:
4
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
5
Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya
;
Miao, Li
;
Aattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
Saved in:
6
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:
7
Self-regulation and "other consumers" at service encounters : a sociometer perspective
Miao, Li
- In:
International journal of hospitality management
39
(
2014
),
pp. 122-129
Persistent link: https://www.econbiz.de/10010389398
Saved in:
8
Emotion regulation at service encounters : coping with the behavior of other customers
Miao, Li
- In:
Journal of hospitality marketing & management
23
(
2014
)
1/2
,
pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
Saved in:
9
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:
10
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
11
Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
; …
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
Saved in:
12
Customer engagement behaviors and hotel responses
Wei, Wei
;
Miao, Li
;
Huang, Zhuowei
- In:
International journal of hospitality management
33
(
2013
),
pp. 316-330
Persistent link: https://www.econbiz.de/10009746352
Saved in:
13
Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.
;
McColl-Kennedy, Janet R.
;
Dagger, Tracey S.
- In:
European journal of marketing : EJM
46
(
2012
)
9
,
pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Saved in:
14
Predictors of customer service training in hospitality firms
Butcher, Ken
;
Sparks, Beverley
;
McColl-Kennedy, Janet R.
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 389-396
Persistent link: https://www.econbiz.de/10003855819
Saved in:
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