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subject:"USA"
~accessRights:"restricted"
~person:"Balaji, M. S."
~subject:"Complaint management"
~subject:"Consumer behaviour"
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USA
Complaint management
Consumer behaviour
Customer satisfaction
12
Kundenzufriedenheit
12
Dienstleistungsqualität
10
Service quality
10
Konsumentenverhalten
9
Beziehungsmarketing
8
Relationship marketing
8
Viral marketing
4
Virales Marketing
4
Beschwerdemanagement
3
Interaction quality
3
Satisfaction
3
Service failure
3
Arbeitszufriedenheit
2
Brand management
2
Customer orientation
2
Job satisfaction
2
Lieferantenmanagement
2
Markenführung
2
Perceived justice
2
Supplier relationship management
2
Word-of-mouth
2
Arbeitsleistung
1
Brand
1
Brand betrayal
1
Brand disappointment
1
Brand image
1
Brand recovery
1
Brand relationship quality
1
Communication
1
Confidence
1
Customer loyalty
1
Customer participation
1
Customer service
1
Customer well-being
1
Cynicism
1
Dienstleistungssektor
1
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English
9
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Balaji, M. S.
Han, Heesup
40
Mattila, Anna S.
17
Prayag, Girish
12
Bilgihan, Anil
11
Gustafsson, Anders
11
Prentice, Catherine
11
Rather, Raouf Ahmad
11
Sreejesh, S.
11
Ahn, Jiseon
10
Kim, Jinkyung Jenny
10
Liu, Chih-Hsing
10
Sparks, Beverley
10
Wong, IpKin Anthony
10
Wu, Luorong
10
Loureiro, Sandra Maria Correia
9
Quach, Sara
9
Wei, Wei
9
Yu, Jongsik
9
Chua, Bee-Lia
8
Grégoire, Yany
8
Hyun, Sunghyup Sean
8
Khan, Imran
8
Klaus, Philipp
8
Park, Jungkun
8
Paul, Justin
8
Prashar, Sanjeev
8
Prybutok, Victor R.
8
So, Kevin Kam Fung
8
Xu, Xun
8
Al-Ansi, Amr
7
Barnes, Donald C.
7
Cai, Ruiying
7
Guchait, Priyanko
7
Gursoy, Dogan
7
Jang, Soocheong
7
Karjaluoto, Heikki
7
Keiningham, Timothy
7
Law, Chun Hung Roberts
7
Lee, Sanghyeop
7
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Journal of business research : JBR
4
European journal of marketing : EJM
2
Journal of internet commerce
1
Service business
1
Technological forecasting & social change : an international journal
1
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ECONIS (ZBW)
9
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1
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:
2
The "right-to-refuse-service" paradox : other customers' perception of discretionary service denial
Sarkar, Juhi Gahlot
;
Sarkar, Abhigyan
;
Balaji, M. S.
- In:
Journal of business research : JBR
121
(
2020
),
pp. 686-695
Persistent link: https://www.econbiz.de/10012417387
Saved in:
3
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:
4
Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators
Jha, Subhash
;
Balaji, M. S.
;
Yavas, Ugur
;
Babakus, Emin
- In:
European journal of marketing : EJM
51
(
2017
)
2
,
pp. 282-303
Persistent link: https://www.econbiz.de/10011661678
Saved in:
5
Language divergence in service encounters : revisiting its influence on word-of-mouth
Balaji, M. S.
;
Roy, Sanjit
;
Lassar, Walfried M.
- In:
Journal of business research : JBR
72
(
2017
),
pp. 210-213
Persistent link: https://www.econbiz.de/10011645579
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:
7
Constituents and consequences of smart customer experience in retailing
Roy, Sanjit
;
Balaji, M. S.
;
Sadeque, Saalem
;
Bang, Nguyen
; …
- In:
Technological forecasting & social change : an …
124
(
2017
),
pp. 257-270
Persistent link: https://www.econbiz.de/10011899384
Saved in:
8
An investigation of online shopping experience on trust and behavioral intentions
Samuel, Lee Hao Suan
;
Balaji, M. S.
;
Khong Kok Wei
- In:
Journal of internet commerce
14
(
2015
)
2
,
pp. 233-254
Persistent link: https://www.econbiz.de/10011432424
Saved in:
9
Investing in customer loyalty : the moderating role of relational characteristics
Balaji, M. S.
- In:
Service business
9
(
2015
)
1
,
pp. 17-40
Persistent link: https://www.econbiz.de/10011296103
Saved in:
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