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~person:"Balaji, M. S."
~person:"McColl-Kennedy, Janet R."
~person:"Walsh, Gianfranco"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer satisfaction"
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Customer satisfaction
45
Kundenzufriedenheit
45
Dienstleistungsqualität
34
Service quality
34
Beziehungsmarketing
26
Relationship marketing
26
Consumer behaviour
24
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Article in journal
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research-article
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Balaji, M. S.
McColl-Kennedy, Janet R.
Walsh, Gianfranco
Han, Heesup
67
Mattila, Anna S.
36
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
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
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13
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Journal of business research : JBR
10
Journal of service research : JSR
5
European journal of marketing : EJM
4
Journal of service research
4
Psychology & marketing
2
The journal of services marketing
2
Business horizons
1
California management review
1
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
1
European management journal
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Industrial marketing management : the international journal for industrial and high-tech firms
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International business review : the official journal of the European International Business Academy
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Jahrbuch der Absatz- und Verbrauchsforschung
1
Journal of consumer marketing
1
Journal of internet commerce
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Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
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Journal of targeting, measurement and analysis for marketing
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ECONIS (ZBW)
45
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45
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1
Dynamic customer value cocreation in healthcare
Danaher, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
- In:
Journal of service research
27
(
2024
)
2
,
pp. 177-193
Persistent link: https://www.econbiz.de/10014580413
Saved in:
2
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:
3
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
4
Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions
Schaarschmidt, Mario
;
Walsh, Gianfranco
;
Dose, David
; …
- In:
European management journal
41
(
2023
)
1
,
pp. 34-46
Persistent link: https://www.econbiz.de/10014281789
Saved in:
5
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:
6
How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?
Sweeney, Jillian C.
;
Frow, Pennie
;
Payne, Adrian
; …
- In:
The journal of services marketing
37
(
2023
)
9
,
pp. 1120-1131
Persistent link: https://www.econbiz.de/10014473537
Saved in:
7
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
8
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:
9
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
10
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
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