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Letting go or getting back : how organization culture shapes frontline employee response to customer incivility
Balaji, M. S.; Jiang, Yangyang; Singh, Gurbir; Jha, Subhash - In: Journal of business research : JBR 111 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012237741
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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
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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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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
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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
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Customer engagement behavior in individualistic and collectivistic markets
Roy, Sanjit; Balaji, M. S.; Soutar, Geoffrey N.; … - In: Journal of business research : JBR 86 (2018), pp. 281-290
Persistent link: https://www.econbiz.de/10011855333
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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