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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
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Choi, Sunmee
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Mattila, Anna S.
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Verma, Rohit
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Journal of business research : JBR
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ECONIS (ZBW)
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Coping strategies for serial service failures in peer-to-peer sharing services : the power of empathic communication
Kim, Sooyun
;
Choi, Sunmee
;
Verma, Rohit
- In:
Service business
18
(
2024
)
3/4
,
pp. 455-472
Persistent link: https://www.econbiz.de/10015178570
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2
Societal norms, need for closure, and service recovery
Mattila, Anna S.
;
Choi, Sunmee
- In:
Journal of international consumer marketing
24
(
2012
)
5
,
pp. 356-371
Persistent link: https://www.econbiz.de/10009778694
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3
Customer contact employees' commitment to extra-role customer service : the effect of internal service quality perception
Choi, Sunmee
;
Baek, Jihyun
;
Kang, Hayoung
- In:
Journal of global scholars of marketing science : …
23
(
2013
)
2
,
pp. 144-158
Persistent link: https://www.econbiz.de/10010406149
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4
Perceived controllability and service expectations : influences on customer reactions following service failure
Choi, Sunmee
;
Mattila, Anna S.
- In:
Journal of business research : JBR
61
(
2008
)
1
,
pp. 24-30
Persistent link: https://www.econbiz.de/10003595227
Saved in:
5
Exteriorscape : physical surroundings of a service outlet in a shopping mall
Koo, Hyunjung
;
Kim, Shinyoung
;
Choi, Sunmee
- In:
Journal of global scholars of marketing science : …
25
(
2015
)
2
,
pp. 153-166
Persistent link: https://www.econbiz.de/10011302916
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6
Providing feedback to service customers : the effect of the presentation order and repetition of feedback types
Kim, Shinyoung
;
Choi, Sunmee
;
Verma, Rohit
- In:
Journal of service management
28
(
2017
)
2
,
pp. 389-416
Persistent link: https://www.econbiz.de/10011704070
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7
Customer emotions and their triggers in luxury retail : understanding the effects of customer emotions before and after entering a luxury shop
Kim, Sooyun
;
Park, Geebum
;
Lee, Yeonjoo
;
Choi, Sunmee
- In:
Journal of business research : JBR
69
(
2016
)
12
,
pp. 5809-5818
Persistent link: https://www.econbiz.de/10011597515
Saved in:
8
Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service
Lee, Yeonjoo
;
Choi, Sunmee
;
Field, Joy M.
- In:
Operations management research : OMR ; advancing …
13
(
2020
)
3/4
,
pp. 218-232
Persistent link: https://www.econbiz.de/10012306813
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