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~person:"Balaji, M. S."
~person:"Kim, Woo Gon"
~person:"Mattila, Anna S."
~type_genre:"Article in journal"
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Search: subject_exact:"Customer satisfaction"
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Customer satisfaction
65
Kundenzufriedenheit
65
Consumer behaviour
45
Konsumentenverhalten
45
Dienstleistungsqualität
40
Service quality
40
Beziehungsmarketing
34
Relationship marketing
34
Beschwerdemanagement
17
Complaint management
17
Gastronomie
10
Restaurant industry
10
Viral marketing
9
Virales Marketing
9
Customer service
8
Kundenservice
8
Service failure
8
Hotel industry
7
Hotellerie
7
Arbeitszufriedenheit
6
Emotion
6
Job satisfaction
6
Satisfaction
6
USA
6
United States
6
Kundenbindungsprogramm
5
Loyalty program
5
Brand image
4
Confidence
4
Internet marketing
4
Lieferantenmanagement
4
Markenimage
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Online-Marketing
4
Service recovery
4
Supplier relationship management
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Vertrauen
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Airline
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Brand management
3
Corporate Social Responsibility
3
Corporate social responsibility
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Article
65
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Article in journal
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65
research-article
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English
65
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Balaji, M. S.
Kim, Woo Gon
Mattila, Anna S.
Han, Heesup
67
Svensson, Göran
33
Wong, IpKin Anthony
27
Prentice, Catherine
25
Gil Saura, Irene
24
Prybutok, Victor R.
24
Hyun, Sunghyup Sean
23
Söderlund, Magnus
23
Jang, Soocheong
21
Shahin, Arash
21
Bilgihan, Anil
20
Prayag, Girish
20
Aksoy, Lerzan
19
Lee, Choong-Ki
19
Sharma, Piyush
19
Keiningham, Timothy
18
Evanschitzky, Heiner
17
Gustafsson, Anders
17
Loureiro, Sandra Maria Correia
17
Su, LuJun
17
Barnes, Donald C.
16
Hsu, Maxwell K.
16
Park, Jungkun
16
Sparks, Beverley
16
Yi, Youjae
16
McColl-Kennedy, Janet R.
15
Ryu, Kisang
15
Amin, Muslim
14
Assaker, Guy
14
Collier, Joel E.
14
Grégoire, Yany
14
Guchait, Priyanko
14
Kim, Wansoo
14
Law, Chun Hung Roberts
14
Ringle, Christian M.
14
Sirgy, M. Joseph
14
Walsh, Gianfranco
14
Bang, Nguyen
13
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International journal of hospitality management
14
Journal of business research : JBR
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
The journal of services marketing
4
Journal of travel and tourism marketing
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
Cornell hospitality quarterly : CQ
2
European journal of marketing : EJM
2
Journal of hospitality marketing & management
2
Journal of service research
2
Marketing intelligence & planning
2
Tourism and hospitality research : the surrey quarterly review
2
Tourism management : research, policies, practice
2
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of contemporary hospitality management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of consumer marketing
1
Journal of global marketing
1
Journal of internet commerce
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of retailing
1
Journal of service management
1
Journal of service research : JSR
1
Journal of strategic marketing
1
Journal of targeting, measurement and analysis for marketing
1
Service business
1
Services marketing quarterly
1
Technological forecasting & social change : an international journal
1
The Cornell hospitality quarterly
1
Tourism economics : the business and finance of tourism and recreation
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ECONIS (ZBW)
65
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10
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65
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date (oldest first)
1
Moderating role of consumers' attachment style on post-recovery satisfaction behavior
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of relationship marketing : innovations and …
22
(
2023
)
4
,
pp. 354-380
Persistent link: https://www.econbiz.de/10014422333
Saved in:
2
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
3
Impact of failure severity levels on satisfaction and behavior : from the perspectives of justice theory and regulatory focus theory
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of consumer marketing
40
(
2023
)
4
,
pp. 535-547
Persistent link: https://www.econbiz.de/10014276019
Saved in:
4
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
Saved in:
5
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
6
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:
7
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
8
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
9
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:
10
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
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