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subject:"USA"
~accessRights:"restricted"
~person:"Balaji, M. S."
~person:"Ozuem, Wilson"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Complaint management
Customer satisfaction
16
Kundenzufriedenheit
16
Dienstleistungsqualität
13
Service quality
13
Beziehungsmarketing
11
Consumer behaviour
11
Konsumentenverhalten
11
Relationship marketing
11
Beschwerdemanagement
6
Viral marketing
6
Virales Marketing
6
Service failure
5
Brand management
3
Customer service
3
Interaction quality
3
Kundenservice
3
Markenführung
3
Satisfaction
3
Word-of-mouth
3
Arbeitszufriedenheit
2
Brand
2
Customer orientation
2
Job satisfaction
2
Lieferantenmanagement
2
Markenartikel
2
Online retailing
2
Online-Handel
2
Perceived justice
2
Supplier relationship management
2
Arbeitsleistung
1
Brand betrayal
1
Brand disappointment
1
Brand image
1
Brand loyalty
1
Brand recovery
1
Brand relationship quality
1
Brand switching
1
Communication
1
Confidence
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English
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Balaji, M. S.
Ozuem, Wilson
Grégoire, Yany
8
Mattila, Anna S.
6
Baker, Melissa A.
5
Guchait, Priyanko
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
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
2
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Journal of business research : JBR
3
European journal of marketing : EJM
1
International journal of market research : JMRS ; the journal of the Market Research Society
1
Qualitative market research : an international journal
1
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ECONIS (ZBW)
6
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1
An integrated service recovery process for service failures : insights from systematic review
Anwar, Sohail
;
Ozuem, Wilson
- In:
Qualitative market research : an international journal
25
(
2022
)
4
,
pp. 433-452
Persistent link: https://www.econbiz.de/10013380492
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
An exploration into the practice of online service failure and recovery strategies in the Balkans
Azemi, Yllka
;
Ozuem, Wilson
;
Howell, Kerry E.
; …
- In:
Journal of business research : JBR
94
(
2019
),
pp. 420-431
Persistent link: https://www.econbiz.de/10011947466
Saved in:
4
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:
5
An exploration of consumers' response to online service recovery initiatives
Ozuem, Wilson
;
Patel, Amisha
;
Howell, Kerry E.
; …
- In:
International journal of market research : JMRS ; the …
59
(
2017
)
1
,
pp. 97-116
Persistent link: https://www.econbiz.de/10011697967
Saved in:
6
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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