ORSINGHER, CHIARA
ORSINGHER, CHIARA
DISA - DIPARTIMENTO DI SCIENZE AZIENDALI
Docenti di ruolo di Ia fascia
TIME IN LANGUAGE: USING TIME-RELATED INFORMATION TO SHAPE CUSTOMER SATISFACTION IN SERVICE CHATS
2026 Pescatore, Mafalda; Villarroel Ordenes, Francisco Javier; Farace, Stefania; Orsingher, Chiara
Breaking The Mold: Redefining Service Failure and Recovery
2025 Grégoire, Y.; Gelbrich, K.; Orsingher, C.; Van Vaerenbergh, Y.
Customer experience: The touchpoint- contexts-qualities nomenclature
2025 De Keyser, A.; Verleye, K.; Lemon, K. N.; Orsingher, C.; Zion, A.; Johnson, A.
Handbook of Service Experience
2025 De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; Orsingher, Chiara; Zion, Aric; Johnson, Amanda
How time-related information affects customer satisfaction in chat-based interactions
2025 Pescatore, Mafalda; Villarroel Ordenes, Francisco Javier; Farace, Stefania; Orsingher, Chiara
Una nuova prospettiva sulle relazioni tra cliente e dipendente: il gradiente relazionale
2025 Magrone, Monica; Montani, Francesco; Orsingher, Chiara; Sommovigo, Valentina
Mobile applications (apps) as service provider actors
2024 Orsingher, Chiara; Mccoll‐kennedy, Janet R.; Zaki, Mohamed; Green, Teegan; Varnfield, Marlien; Li, Jane; Butten, Kaley; Titman, Jason; Hansen, David
Unveiling Customer Incivility in Socially Distant Service Encounters: A Relational Gradient Perspective
2024 Magrone, Monica; Montani, Francesco; Orsingher, Chiara; Khalil Ben Ayed Christian Vandenberghe, Ahmed; Sommovigo, Valentina
Le tecnologie digitali, attori dell'ecosistema dei servizi: una tipologia di ruoli
2023 McColl-Kennedy, Janet; Orsingher, Chiara; Green, Teegan; Zaki, Mohamed; Varnfield, Marlien; Titman, Jason; Ostrom, Amy; Hansen, David
Service Failure, Recovery and Complaint Handling
2023 orsingher
Recommender System Chatbot: The effect of Communication Style on Advice Adherence
2022 Novin Hashemi, Gabriele Pizzi, Virginia Vannucci, Chiara Orsingher
Service Failure and Complaints Management: An Overview
2022 Orsingher, Chiara; De Keyser, Arne; Varga, Dorottya; Van Vaerenbergh, Yves
Digital Technology as a Frontline Actor: Roles, Interactions, and Impact on Service Experience,
2021 McColl-Kennedy J., Orsingher, C, Green T, Ostrom A., Varnfield M, Zaki, Hansen D. Li J., Butten K., Titman J.
Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence
2021 Gelbrich, Katja; Hagel, Julia; Orsingher, Chiara
Regenerative Service Interactions: An Empirical Summary of Twenty Years of Service Rapport Research
2021 Van Vaerenbergh, Yves; Orsingher, Chiara; Garbas, Janina; Haager, S; Hottat, Eline; Larivière, Bart; Zwienenberg, Thijs
Can Empathic Technology Improve Consumer Life? An Analysis of Digital Assistants in Technology-Mediated Services
2020 orsingher, gelbrich Katja, Hagel Julia
Customers’ emotions in service failure and recovery: a meta-analysis
2020 Valentini S.; Orsingher C.; Polyakova A.
Frontline encounters of the AI kind: An evolved service encounter framework
2020 Robinson, S.; Orsingher, C.; Alkire, L.; De Keyser, A.; Giebelhausen, M.; Papamichail, K. N.; Shams, P.; Temerak, M. S.
Engaging customers through online and offline referral reward programs
2019 Wirtz, Jochen; Orsingher, Chiara*; Cho, Hichang
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
2019 Van Vaerenbergh, Yves*; Varga, Dorottya; De Keyser, Arne; Orsingher, Chiara
| Titolo | Autore(i) | Anno | Periodico | Editore | Tipo | File |
|---|---|---|---|---|---|---|
| TIME IN LANGUAGE: USING TIME-RELATED INFORMATION TO SHAPE CUSTOMER SATISFACTION IN SERVICE CHATS | Pescatore, Mafalda; Villarroel Ordenes, Francisco Javier; Farace, Stefania; Orsingher, Chiara | 2026-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Breaking The Mold: Redefining Service Failure and Recovery | Grégoire, Y.; Gelbrich, K.; Orsingher, C.; Van Vaerenbergh, Y. | 2025-01-01 | JOURNAL OF SERVICE RESEARCH | - | 1.01 Articolo in rivista | 2025 - JSR - Breaking the mold - Accepted version.pdf |
| Customer experience: The touchpoint- contexts-qualities nomenclature | De Keyser, A.; Verleye, K.; Lemon, K. N.; Orsingher, C.; Zion, A.; Johnson, A. | 2025-01-01 | - | Edward Elgar Publishing Ltd. | 2.01 Capitolo / saggio in libro | - |
| Handbook of Service Experience | De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; Orsingher, Chiara; Zion, Aric; Johnson, A...manda | 2025-01-01 | - | Edward Elgar Publishing Ltd. | 2.01 Capitolo / saggio in libro | - |
| How time-related information affects customer satisfaction in chat-based interactions | Pescatore, Mafalda; Villarroel Ordenes, Francisco Javier; Farace, Stefania; Orsingher, Chiara | 2025-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Una nuova prospettiva sulle relazioni tra cliente e dipendente: il gradiente relazionale | Magrone, Monica; Montani, Francesco; Orsingher, Chiara; Sommovigo, Valentina | 2025-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Mobile applications (apps) as service provider actors | Orsingher, Chiara; Mccoll‐kennedy, Janet R.; Zaki, Mohamed; Green, Teegan; Varnfield, Marlien; Li..., Jane; Butten, Kaley; Titman, Jason; Hansen, David | 2024-01-01 | INTERNATIONAL JOURNAL OF CONSUMER STUDIES | - | 1.01 Articolo in rivista | Manuscript+.pdf |
| Unveiling Customer Incivility in Socially Distant Service Encounters: A Relational Gradient Perspective | Magrone, Monica; Montani, Francesco; Orsingher, Chiara; Khalil Ben Ayed Christian Vandenberghe, A...hmed; Sommovigo, Valentina | 2024-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Le tecnologie digitali, attori dell'ecosistema dei servizi: una tipologia di ruoli | McColl-Kennedy, Janet; Orsingher, Chiara; Green, Teegan; Zaki, Mohamed; Varnfield, Marlien; Titma...n, Jason; Ostrom, Amy; Hansen, David | 2023-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Service Failure, Recovery and Complaint Handling | orsingher | 2023-01-01 | - | Edward Elgar Publishing. | 2.05 Voce in dizionario o enciclopedia | - |
| Recommender System Chatbot: The effect of Communication Style on Advice Adherence | Novin Hashemi, Gabriele Pizzi, Virginia Vannucci, Chiara Orsingher | 2022-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Service Failure and Complaints Management: An Overview | Orsingher, Chiara; De Keyser, Arne; Varga, Dorottya; Van Vaerenbergh, Yves | 2022-01-01 | - | Palgrave Macmillan Cham | 2.01 Capitolo / saggio in libro | - |
| Digital Technology as a Frontline Actor: Roles, Interactions, and Impact on Service Experience, | McColl-Kennedy J., Orsingher, C, Green T, Ostrom A., Varnfield M, Zaki, Hansen D. Li J., Butten K...., Titman J. | 2021-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence | Gelbrich, Katja; Hagel, Julia; Orsingher, Chiara | 2021-01-01 | INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING | - | 1.01 Articolo in rivista | 2021_Gelbrich_et_al._Emotional_support_from_a_digital_assistant.pdf |
| Regenerative Service Interactions: An Empirical Summary of Twenty Years of Service Rapport Research | Van Vaerenbergh, Yves; Orsingher, Chiara; Garbas, Janina; Haager, S; Hottat, Eline; Larivière, Ba...rt; Zwienenberg, Thijs | 2021-01-01 | - | - | 4.02 Riassunto (Abstract) | - |
| Can Empathic Technology Improve Consumer Life? An Analysis of Digital Assistants in Technology-Mediated Services | orsingher, gelbrich Katja, Hagel Julia | 2020-01-01 | - | - | 4.01 Contributo in Atti di convegno | - |
| Customers’ emotions in service failure and recovery: a meta-analysis | Valentini S.; Orsingher C.; Polyakova A. | 2020-01-01 | MARKETING LETTERS | - | 1.01 Articolo in rivista | Postprint+MKT+Letter.pdf |
| Frontline encounters of the AI kind: An evolved service encounter framework | Robinson, S.; Orsingher, C.; Alkire, L.; De Keyser, A.; Giebelhausen, M.; Papamichail, K. N.; Sha...ms, P.; Temerak, M. S. | 2020-01-01 | JOURNAL OF BUSINESS RESEARCH | - | 1.01 Articolo in rivista | JBR_final_2_7_19_manuscript.pdf |
| Engaging customers through online and offline referral reward programs | Wirtz, Jochen; Orsingher, Chiara*; Cho, Hichang | 2019-01-01 | EUROPEAN JOURNAL OF MARKETING | - | 1.01 Articolo in rivista | - |
| The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research | Van Vaerenbergh, Yves*; Varga, Dorottya; De Keyser, Arne; Orsingher, Chiara | 2019-01-01 | JOURNAL OF SERVICE RESEARCH | - | 1.01 Articolo in rivista | The_Service_Recovery_Journey.pdf |