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~person:"Balaji, M. S."
~person:"Walsh, Gianfranco"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer satisfaction"
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Customer satisfaction
30
Kundenzufriedenheit
30
Dienstleistungsqualität
21
Service quality
21
Beziehungsmarketing
17
Consumer behaviour
17
Konsumentenverhalten
17
Relationship marketing
17
Beschwerdemanagement
8
Complaint management
8
Viral marketing
6
Virales Marketing
6
Service failure
5
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4
Customer service
4
Kundenservice
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Vertrauen
4
Arbeitszufriedenheit
3
Interaction quality
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Job satisfaction
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28
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Balaji, M. S.
Walsh, Gianfranco
Han, Heesup
66
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
22
Jang, Soocheong
21
Prayag, Girish
21
Shahin, Arash
21
Bilgihan, Anil
20
Lee, Choong-Ki
19
Sharma, Piyush
19
Aksoy, Lerzan
18
Evanschitzky, Heiner
17
Keiningham, Timothy
17
Loureiro, Sandra Maria Correia
17
Barnes, Donald C.
16
Hsu, Maxwell K.
16
Park, Jungkun
16
Sparks, Beverley
16
Su, LuJun
16
Yi, Youjae
16
Gustafsson, Anders
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
McColl-Kennedy, Janet R.
14
Sirgy, M. Joseph
14
Bang, Nguyen
13
Frank, Björn
13
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Journal of business research : JBR
7
European journal of marketing : EJM
3
Journal of service research
2
Psychology & marketing
2
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
1
European management journal
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International business review : the official journal of the European International Business Academy
1
Jahrbuch der Absatz- und Verbrauchsforschung
1
Journal of consumer marketing
1
Journal of internet commerce
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of retailing and consumer services
1
Journal of service research : JSR
1
Journal of strategic marketing
1
Journal of targeting, measurement and analysis for marketing
1
Journal of the Academy of Marketing Science
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Marketing intelligence & planning
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Service business
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Technological forecasting & social change : an international journal
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ECONIS (ZBW)
30
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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
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:
4
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:
5
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:
6
Customer ethnic bias in service encounters
Linzmajer, Marc
;
Brach, Simon
;
Walsh, Gianfranco
; …
- In:
Journal of service research
23
(
2020
)
2
,
pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
Saved in:
7
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:
8
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:
9
Effect of service-related resources on employee and customer outcomes in trade shows
Jha, Subhash
;
Balaji, M. S.
;
Ranjan, Kumar Rakesh
; …
- In:
Industrial marketing management : the international …
76
(
2019
),
pp. 48-59
Persistent link: https://www.econbiz.de/10011990721
Saved in:
10
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:
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