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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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Unfolding deconstructive effects of negative shocks on psychological contract violation, organizational cynicism, and turnover intention
Yang, Chunjiang; Chen, Yashuo; Zhao, Xinyuan; Mattila, … - In: International journal of hospitality management 89 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012293798
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Does relationship communication matter in B2C service relationships?
Balaji, M. S.; Roy, Sanjit; Khong Kok Wei - In: The journal of services marketing 30 (2016) 2, pp. 186-200
Persistent link: https://www.econbiz.de/10011487025
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Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing; Mattila, Anna S. - In: International journal of hospitality management 49 (2015), pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
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Together we tango : value facilitation and customer participation in Airbnb
Jiang, Yangyang; Balaji, M. S.; Jha, Subhash - In: International journal of hospitality management 82 (2019), pp. 169-180
Persistent link: https://www.econbiz.de/10012121670
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Investigating the impact of surprise rewards on consumer responses
Wu, Luorong; Mattila, Anna S.; Hanks, Lydia - In: International journal of hospitality management 50 (2015), pp. 27-35
Persistent link: https://www.econbiz.de/10011387907
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Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.; Wu, Luorong; Choi, Choongbeom - In: The journal of services marketing 30 (2016) 5, pp. 519-528
Persistent link: https://www.econbiz.de/10011615541
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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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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 future of brand and brand management : some provocative propositions from a more methodological perspective
Wiedmann, Klaus-Peter - In: The journal of brand management : an international journal 21 (2014) 9, pp. 743-757
Persistent link: https://www.econbiz.de/10010514119