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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of retailing and consumer services"
~person:"Balaji, M. S."
~subject:"Beschwerdemanagement"
~subject:"Complaint management"
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Beschwerdemanagement
Complaint management
Beziehungsmarketing
5
Consumer behaviour
5
Customer satisfaction
5
Dienstleistungsqualität
5
Konsumentenverhalten
5
Kundenzufriedenheit
5
Relationship marketing
5
Service quality
5
Brand image
2
Brand management
2
Markenführung
2
Markenimage
2
Service failure
2
Viral marketing
2
Virales Marketing
2
Word-of-mouth
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Airline
1
Airline industry
1
Brand
1
Brand betrayal
1
Brand disappointment
1
Brand recovery
1
Brand relationship quality
1
Brand reputation
1
Communication
1
Coping mechanism
1
Corporate reputation
1
Customer participation
1
Cynicism
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Exclusive offering
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Experimental design
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Firmenimage
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Fluggesellschaft
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Interaction quality
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Kommunikation
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Balaji, M. S.
Chebat, Jean-Charles
3
Borges, Adilson
2
Gelbrich, Katja
2
Gohary, Ali
2
Grégoire, Yany
2
Gäthke, Jana
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Krishnan, Balaji C.
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Salo, Jari
2
Sengupta, Aditi Sarkar
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zheng, Chundong
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abu Farha, Allam K.
1
Aghazadeh, Hashem
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alamanos, Eleftherios
1
Alatalo, Sari
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Ali, Faizan
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1
Alnawas, Ibrahim
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1
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1
Armirotto, Vincent
1
Arsenovic, Jasenko
1
Azemi, Yllka
1
Babin, Barry J.
1
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International journal of contemporary hospitality management
Journal of business research : JBR
Journal of retailing and consumer services
European journal of marketing : EJM
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
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ECONIS (ZBW)
3
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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
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:
3
How customers cope with service failure? : a study of brand reputation and
customer
satisfaction
Sengupta, Aditi Sarkar
;
Balaji, M. S.
;
Krishnan, Balaji C.
- In:
Journal of business research : JBR
68
(
2015
)
3
,
pp. 665-674
Persistent link: https://www.econbiz.de/10010496157
Saved in:
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