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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
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The impact of affective and cognitive app experiences on loyalty towards retailers
Molinillo, Sebastian; Navarro García, Antonio; … - In: Journal of retailing and consumer services 54 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012238382
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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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Responsible and active brand personality : on the relationships with brand experience and key relationship constructs
Japutra, Arnold; Molinillo, Sebastian - In: Journal of business research : JBR 99 (2019), pp. 464-471
Persistent link: https://www.econbiz.de/10012023686
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Contextual marketing based on customer buying pattern in grocery e-commerce : the case of Bigbasket.com (India)
Vanessa, Nesya; Japutra, Arnold - In: ASEAN marketing journal : Association of Southeast … 9 (2017) 1, pp. 56-67
Persistent link: https://www.econbiz.de/10011915562
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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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Tie the knot : building stronger consumers' attachment toward a brand
Japutra, Arnold; Ekinci, Yuksel; Simkin, Lyndon - In: Journal of strategic marketing 26 (2018) 3, pp. 223-240
Persistent link: https://www.econbiz.de/10011894545
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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
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Influence of customer application experience and value in use on loyalty toward retailers
Japutra, Arnold; Utami, Ami Fitri; Molinillo, Sebastian; … - In: Journal of retailing and consumer services 59 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012434226