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subject:"USA"
~accessRights:"restricted"
~person:"Balaji, M. S."
~person:"Guchait, Priyanko"
~subject:"Complaint management"
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USA
Complaint management
Customer satisfaction
23
Kundenzufriedenheit
20
Dienstleistungsqualität
17
Service quality
17
Consumer behaviour
12
Konsumentenverhalten
11
Relationship marketing
10
Beziehungsmarketing
9
Beschwerdemanagement
8
Arbeitszufriedenheit
5
Job satisfaction
5
Emotion
4
Satisfaction
4
Service recovery performance
4
Viral marketing
4
Virales Marketing
4
Brand management
3
Interaction quality
3
Markenführung
3
Service failure
3
Customer orientation
2
Customer service
2
Emotional labor
2
Gastgewerbe
2
Gerechtigkeit
2
Hospital
2
Hospitality industry
2
Justice
2
Krankenhaus
2
Kundenservice
2
Lieferantenmanagement
2
Perceived justice
2
Supplier relationship management
2
Word-of-mouth
2
Aesthetic labor
1
Aesthetics
1
Anxiety
1
Arbeitsleistung
1
Arbeitspsychologie
1
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Balaji, M. S.
Guchait, Priyanko
Grégoire, Yany
8
Mattila, Anna S.
6
Baker, Melissa A.
5
Harun, Ahasan
5
Jang, Soocheong
5
Sparks, Beverley
5
Sreejesh, S.
5
Weber, Karin
5
Cai, Ruiying
4
Hsu, Cathy H. C.
4
McFadden, Kathleen L.
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Shin, Hyunju
4
Van Vaerenbergh, Yves
4
Bacile, Todd J.
3
Béal, Mathieu
3
Casidy, Riza
3
Gowen, Charles, III.
3
Ha, Sejin
3
Hanks, Lydia
3
Kim, Kawon Kathy
3
Koc, Erdogan
3
Lee, Jung Young
3
Lu, Lu
3
Madera, Juan M.
3
Miao, Li
3
Ozuem, Wilson
3
Pacheco, Natália Araújo
3
Sharifi, Seyed Shahin
3
Tsarenko, Yelena
3
Wu, Luorong
3
Albrecht, Arne Keno
2
Anwar, Sohail
2
Azemi, Yllka
2
Beatty, Sharon E.
2
Bradley, Graham L.
2
Campos, Pimenta, Marco Tulio
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International journal of hospitality management
4
Journal of business research : JBR
2
European journal of marketing : EJM
1
International journal of contemporary hospitality management
1
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ECONIS (ZBW)
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1
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors : the role of psychological well-being and tenure
Gip, Huy
;
Guchait, Priyanko
;
Paşamehmetoğlu, Aysin
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 64-91
Persistent link: https://www.econbiz.de/10013546019
Saved in:
2
Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan
;
Balaji, M. S.
;
Oikarinen, Eeva-Liisa
; …
- In:
Journal of business research : JBR
123
(
2021
),
pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
Saved in:
3
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
4
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
5
Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi
;
Guchait, Priyanko
;
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
77
(
2019
),
pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
Saved in:
6
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
7
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.
;
Jha, Subhash
;
Sengupta, Aditi Sarkar
; …
- In:
Journal of business research : JBR
86
(
2018
),
pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Saved in:
8
Customers' emotion regulation strategies in service failure encounters
Balaji, M. S.
;
Roy, Sanjit
;
Quazi, Ali
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 960-982
Persistent link: https://www.econbiz.de/10011708773
Saved in:
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