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Träfflista för sökning "AMNE:(SOCIAL SCIENCES Business and economics) srt2:(2010-2011);srt2:(2010);pers:(Söderlund Magnus)"

Search: AMNE:(SOCIAL SCIENCES Business and economics) > (2010-2011) > (2010) > Söderlund Magnus

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1.	Parment, Anders, et al. (author) Det här måste du också veta om marknadsföring 2010 Book (other academic/artistic)
2.	Söderlund, Magnus (author) Experiment med människor 2010 Book (other academic/artistic)
3.	Söderlund, Magnus (author) Sherlock Holmes goes to Sweden 2010 Other publication (other academic/artistic)
4.	Rosengren, Sara, et al. (author) The happy versus unhappy service worker in the service encounter : Assessing the impact on customer satisfaction 2010 In: Journal of Retailing and Consumer Services. - : Elsevier. - 0969-6989. ; 17:2, s. 161-169 Journal article (peer-reviewed)abstract This paper assesses the impact of the service worker's display of emotions (i.e., one aspect of functional service quality) on customer satisfaction under the conditions of different levels of technical service quality by means of an experimental approach (N=600), in which display of emotions (unhappiness vs. happiness) and technical service quality (poor vs. good) were manipulated. The results indicate that the impact of the service worker's emotional display behavior on customer satisfaction is contingent on the level of technical service quality, in the sense that customer satisfaction is affected only when technical service quality is good rather than poor. Encouraging a positive display (e.g., by a smile policy), which many service firms do, is thus not a panacea for improved customer satisfaction. The moderating effect is explained in terms of service encounter congruency, which influences the mediated process by which emotional displays by service workers come to affect customer satisfaction.
5.	Söderlund, Magnus (author) Customer satisfaction and loyalty 2010 In: Consumer behaviour : a Nordic perspective. - Lund : Studentlitteratur. - 9789144055770 Book chapter (other academic/artistic)
6.	Söderlund, Magnus, et al. (author) Does retail chain satisfaction rub off on other retail chains? 2010 Conference paper (other academic/artistic)
7.	Söderlund, Magnus, et al. (author) I Did Not Get The Same As The Other Customer! An Examination Of The Effects Of Under-Reward, Equity-Reward, And Over-Reward In The Transparent Service Encounter 2010 Conference paper (other academic/artistic)
8.	Söderlund, Magnus (author) One more time: the brand experience 2010 Other publication (other academic/artistic)
9.	Söderlund, Magnus, et al. (author) Service variability: Does it matter if the retail customer receives less, the same, or more service than other customers? 2010 Conference paper (other academic/artistic)
10.	Söderlund, Magnus, et al. (author) The “Give-the-Service-Customer-Special-Treatment-Approach”: What Happens when Other Customers are Present in the Service Encounter? 2010 Conference paper (other academic/artistic)

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Result 1-10 of 12

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Type of publication: conference paper (5); book (2); journal article (2); other publication (2); book chapter (1)

Type of content: other academic/artistic (10); peer-reviewed (2)

Author/Editor: Söderlund, Magnu... (12)Undo refine; Gabrielson, Peter (4); Rosengren, Sara (1); Dahlén, Micael (1); Parment, Anders (1); Berg, Hanna (1)

University: Stockholm School of Economics (12); Stockholm University (1)

Language: English (10); Swedish (2)

Research subject (UKÄ/SCB): Social Sciences (12)

Year: 2010 (12)Undo refine

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