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Journal Articles

Employee emotional displays in the extended service encounter: A happiness-based examination of the impact of employees depicted in service advertising

Magnus Soderlund, Hanna Berg

Journal of Service Management (2020) 31 (1): 115–136.

https://doi.org/10.1108/JOSM-06-2019-0208

Published: 18 November 2019

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Journal Articles

Poor and rich customers in the service encounter

Magnus Soderlund

Journal of Service Management (2017) 28 (2): 265–283.

https://doi.org/10.1108/JOSM-08-2015-0260

Published: 18 April 2017

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Journal Articles

Preferential treatment in the service encounter

Magnus Söderlund, Veronica Liljander, Johanna Gummerus, Pia Hellman, Michaela Lipkin, Eeva-Liisa Oikarinen, Marianne Sepp, Karina T. Liljedal

Journal of Service Management (2014) 25 (4): 512–530.

https://doi.org/10.1108/JOSM-02-2014-0048

Published: 12 August 2014

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Journal Articles

Revisiting the smiling service worker and customer satisfaction

Magnus Söderlund, Sara Rosengren

International Journal of Service Industry Management (2008) 19 (5): 552–574.

https://doi.org/10.1108/09564230810903460

Published: 10 October 2008

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Journal Articles

Measuring customer loyalty with multi‐item scales: A case for caution

Magnus Söderlund

International Journal of Service Industry Management (2006) 17 (1): 76–98.

https://doi.org/10.1108/09564230610651598

Published: 01 January 2006

View article titled, Measuring customer loyalty with multi‐item scales: A case for caution

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Journal Articles

Assessing behavior before it becomes behavior: An examination of the role of intentions as a link between satisfaction and repatronizing behavior

Magnus Söderlund, Niclas Öhman

International Journal of Service Industry Management (2005) 16 (2): 169–185.

https://doi.org/10.1108/09564230510592298

Published: 01 April 2005

View article titled, Assessing behavior before it becomes behavior: An examination of the role of intentions as a link between satisfaction and repatronizing behavior

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Journal Articles

Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty

Magnus Söderlund

International Journal of Service Industry Management (1998) 9 (2): 169–188.

https://doi.org/10.1108/09564239810210532

Published: 01 May 1998

View article titled, Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty

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Employee emotional displays in the extended service encounter: A happiness-based examination of the impact of employees depicted in service advertising

Poor and rich customers in the service encounter

Preferential treatment in the service encounter

Revisiting the smiling service worker and customer satisfaction

Measuring customer loyalty with multi‐item scales: A case for caution

Assessing behavior before it becomes behavior: An examination of the role of intentions as a link between satisfaction and repatronizing behavior

Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty

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