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Service quality
Consumer behaviour
25
Konsumentenverhalten
25
Dienstleistungsqualität
22
Customer satisfaction
20
Kundenzufriedenheit
20
Beziehungsmarketing
18
Relationship marketing
18
Arbeitsverhalten
15
Work behaviour
15
Customer service
8
Kundenservice
8
Customer citizenship behavior
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Dienstleistungssektor
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Service industry
7
Arbeitszufriedenheit
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Emotion
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Job satisfaction
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Organizational behaviour
5
Salespeople
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Verhalten in Organisationen
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Verkaufspersonal
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Arbeitskräfte
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Betriebsklima
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Customer value
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Gastgewerbe
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Hospitality industry
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Robot
4
Roboter
4
Work climate
4
Workforce
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Business ethics
3
Caring climate
3
Creativity
3
Customer integration
3
Dienstleistungsmanagement
3
Dysfunctional customer behavior
3
Gastronomie
3
Hospital
3
Krankenhaus
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Gong, Taeshik
17
Lee, Kangcheol
5
Wang, Chen-Ya
5
Yi, Youjae
5
Chan, Kimmy Wa
2
Gip, Huy
2
Guchait, Priyanko
2
Mattila, Anna S.
2
Aattila, Anna S.
1
Baaklini, Eliane Sam
1
Bartlett, Albert
1
Choi, Jin Nam
1
Chu, Candace
1
Do The Khoa
1
Do, Khoa The
1
Kang, Min Jung
1
Miao, Li
1
Park, Yun-na
1
Sharma, Piyush
1
Sun, Pengchang
1
Wang, Chan-Ya
1
Wang, Chen-ya
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Zhang, Ruixue
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Zhou, Mingjian
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International journal of hospitality management
2
Journal of service research : JSR
2
Journal of service theory and practice
2
Psychology & marketing
2
The service industries journal
2
Industrial marketing management : the international journal for industrial and high-tech firms
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 retailing and consumer services
1
Journal of service management
1
Journal of travel and tourism marketing
1
Marketing intelligence & planning
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
The journal of services marketing
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ECONIS (ZBW)
22
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1
Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior : the role of customer moral credits and entitlement
Gong, Taeshik
;
Wang, Chen-Ya
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 110-137
Persistent link: https://www.econbiz.de/10014301949
Saved in:
2
The effect of service robots on employees' customer service performance and service-oriented organizational citizenship behavior
Gong, Taeshik
- In:
Journal of service theory and practice
35
(
2025
)
2
,
pp. 319-347
Persistent link: https://www.econbiz.de/10015373276
Saved in:
3
Unveiling the Nexus : service robot support and proactive customer service performance in hospitality industry
Gong, Taeshik
- In:
International journal of hospitality management
129
(
2025
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015434284
Saved in:
4
The electronic service quality model : the moderating effect of customer self-efficacy
Yi, Youjae
;
Gong, Taeshik
- In:
Psychology & marketing
25
(
2008
)
7
,
pp. 587-601
Persistent link: https://www.econbiz.de/10003748328
Saved in:
5
Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik
;
Yi, Youjae
;
Choi, Jin Nam
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
Saved in:
6
The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
Yi, Youjae
;
Gong, Taeshik
- In:
Industrial marketing management : the international …
37
(
2008
)
7
,
pp. 767-783
Persistent link: https://www.econbiz.de/10003781768
Saved in:
7
Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa
;
Gong, Taeshik
;
Zhang, Ruixue
;
Zhou, Mingjian
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
Saved in:
8
Customer-oriented constructive deviance as a reaction to organizational injustice toward customers
Gong, Taeshik
;
Sun, Pengchang
;
Kang, Min Jung
- In:
The Cornell hospitality quarterly
63
(
2022
)
1
,
pp. 119-135
Persistent link: https://www.econbiz.de/10012800216
Saved in:
9
A review of customer citizenship behaviors in the service context
Gong, Taeshik
;
Yi, Youjae
- In:
The service industries journal
41
(
2021
)
3/4
,
pp. 169-199
Persistent link: https://www.econbiz.de/10012483668
Saved in:
10
The consequences of customer-oriented constructive deviance in luxury-hotel restaurants
Gong, Taeshik
;
Wang, Chan-Ya
;
Lee, Kangcheol
- In:
Journal of retailing and consumer services
57
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012305401
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