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~person:"Balaji, M. S."
~subject:"Interaction quality"
~subject:"Service failure"
~type_genre:"Article in journal"
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Interaction quality
Service failure
Customer satisfaction
16
Kundenzufriedenheit
16
Dienstleistungsqualität
13
Service quality
13
Consumer behaviour
12
Konsumentenverhalten
12
Beziehungsmarketing
11
Relationship marketing
11
Beschwerdemanagement
5
Complaint management
5
Viral marketing
5
Virales Marketing
5
Arbeitszufriedenheit
3
Job satisfaction
3
Lieferantenmanagement
3
Satisfaction
3
Supplier relationship management
3
Brand image
2
Brand management
2
Confidence
2
Customer orientation
2
Markenführung
2
Markenimage
2
Perceived justice
2
Quality management
2
Qualitätsmanagement
2
Vertrauen
2
Word-of-mouth
2
trust
2
Airline
1
Airline industry
1
Arbeitsleistung
1
Arbeitsverhalten
1
Brand
1
Brand betrayal
1
Brand disappointment
1
Brand recovery
1
Brand relationship quality
1
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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.
Grégoire, Yany
4
Mattila, Anna S.
3
Pacheco, Natália Araújo
3
So, Kevin Kam Fung
3
Sparks, Beverley
3
Van Vaerenbergh, Yves
3
Cambra-Fierro, Jesus
2
Casidy, Riza
2
Cui, Jinsheng
2
Fon Sim Ong
2
Harun, Ahasan
2
Hazée, Simon
2
Hogreve, Jens
2
Huang, Minxue
2
Hutzinger, Clemens
2
Jang, Soocheong
2
Jha, Subhash
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lu, Lu
2
Ma, Ke
2
Mandl, Leonhard
2
Matos, Celso Augusto de
2
Ozuem, Wilson
2
Rokonuzzaman, Md
2
Roy, Sanjit
2
Shin, Hyunju
2
Sidhu, Sarabjit Kaur
2
Suri, Anshu
2
Sénécal, Sylvain
2
Taheri, Babak
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhong, Jianan
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Abu Farha, Allam K.
1
Ahasanul Haque
1
Ahmad, Wasim
1
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Journal of business research : JBR
3
European journal of marketing : EJM
2
Industrial marketing management : the international journal for industrial and high-tech firms
1
Journal of consumer marketing
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
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
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:
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
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:
5
Language divergence in service encounters : revisiting its influence on word-of-mouth
Balaji, M. S.
;
Roy, Sanjit
;
Lassar, Walfried M.
- In:
Journal of business research : JBR
72
(
2017
),
pp. 210-213
Persistent link: https://www.econbiz.de/10011645579
Saved in:
6
Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators
Jha, Subhash
;
Balaji, M. S.
;
Yavas, Ugur
;
Babakus, Emin
- In:
European journal of marketing : EJM
51
(
2017
)
2
,
pp. 282-303
Persistent link: https://www.econbiz.de/10011661678
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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