Search Results - person:"Krishnan, Balaji C."

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

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

How customers cope with service failure? A study of brand reputation and customer satisfaction

Sarkar Sengupta, Aditi; Balaji, M.S.; Krishnan, Balaji C. - In: Journal of Business Research 68 (2015) 3, pp. 665-674

In this paper we examine the different coping mechanisms used by customers when they confront service failure. It was found that the coping mechanism used by customers changes depending on the severity of the service failure. Further, it was observed that brand reputation moderates the...

Persistent link: https://www.econbiz.de/10011193935