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~person:"Balaji, M. S."
~person:"Walsh, Gianfranco"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer satisfaction"
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Complaint management
Customer satisfaction
30
Kundenzufriedenheit
30
Dienstleistungsqualität
21
Service quality
21
Beziehungsmarketing
17
Consumer behaviour
17
Konsumentenverhalten
17
Relationship marketing
17
Beschwerdemanagement
8
Viral marketing
6
Virales Marketing
6
Service failure
5
Confidence
4
Customer service
4
Kundenservice
4
Vertrauen
4
Arbeitszufriedenheit
3
Interaction quality
3
Job satisfaction
3
Lieferantenmanagement
3
Satisfaction
3
Supplier relationship management
3
Arbeitsverhalten
2
Brand
2
Brand image
2
Brand management
2
Corporate reputation
2
Customer orientation
2
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Gerechtigkeit
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Article
8
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Article in journal
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8
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English
8
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Balaji, M. S.
Walsh, Gianfranco
Grégoire, Yany
12
Mattila, Anna S.
12
Jang, Soocheong
8
Van Vaerenbergh, Yves
8
Guchait, Priyanko
7
Vázquez Casielles, Rodolfo
7
Gelbrich, Katja
6
Roschk, Holger
6
Sparks, Beverley
6
Chebat, Jean-Charles
5
Harun, Ahasan
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Gruber, Thorsten
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
4
Larivière, Bart
4
Matos, Celso Augusto de
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Svensson, Göran
4
Tripp, Thomas M.
4
Varela Neira, Concepción
4
Bacile, Todd J.
3
Baker, Melissa A.
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Cambra-Fierro, Jesús
3
Cusin, Julien
3
Ding Hooi Ting
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Journal of business research : JBR
3
European journal of marketing : EJM
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of service research
1
Journal of service research : JSR
1
Psychology & marketing
1
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ECONIS (ZBW)
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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
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:
3
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:
4
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
5
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:
6
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
7
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:
8
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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