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Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally

Walsh, Gianfranco; Bartikowski, Boris - In: Journal of Business Research 66 (2013) 8, pp. 989-995

This study investigates the mediating role of customer satisfaction in the relationships between two types of corporate associations (corporate ability and corporate social responsibility) and two behavioral outcomes (word of mouth and loyalty intentions). In addition, the authors explore...

Persistent link: https://www.econbiz.de/10011050006

The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation

Nguyen, Helena; Groth, Markus; Walsh, Gianfranco; … - In: Psychology & marketing 31 (2014) 12, pp. 1096-1109

Persistent link: https://www.econbiz.de/10010465120

Customer ethnic bias in service encounters

Linzmajer, Marc; Brach, Simon; Walsh, Gianfranco; … - In: Journal of service research 23 (2020) 2, pp. 194-210

Persistent link: https://www.econbiz.de/10012216633

The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery

Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74

Persistent link: https://www.econbiz.de/10012005769

Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement

Albrecht, Arne Keno; Walsh, Gianfranco; Beatty, Sharon E. - In: Journal of service research : JSR 20 (2017) 2, pp. 188-203

Persistent link: https://www.econbiz.de/10011684846

Die Messung des wahrgenommenen Kundennutzens : Replikation und Anwendung einer Skala

Walsh, Gianfranco; Kilian, Thomas; Buxel, Holger; … - In: Die Unternehmung : Swiss journal of business research … 63 (2009) 2, pp. 158-177

Persistent link: https://www.econbiz.de/10003841580

Does relationship quality matter in e-services? : a comparison of online and offline retailing

Walsh, Gianfranco; Hennig-Thurau, Thorsten; Sassenberg, Kai - In: Journal of retailing and consumer services 17 (2010) 2, pp. 130-142

Persistent link: https://www.econbiz.de/10003956373

What the eye does not see, the mind cannot reject : can call center location explain differences in customer evaluations?

Walsh, Gianfranco; Gouthier, Matthias; Gremler, Dwayne D.; … - In: International business review : the official journal of … 21 (2012) 5, pp. 957-967

Persistent link: https://www.econbiz.de/10009578726

Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally

Walsh, Gianfranco; Bartikowski, Boris - In: Journal of business research : JBR 66 (2013) 8, pp. 989-995

Persistent link: https://www.econbiz.de/10009755381

The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction

Walsh, Gianfranco; Mitchell, Vincent-Wayne - In: European journal of marketing : EJM 44 (2010) 6, pp. 838-859

Persistent link: https://www.econbiz.de/10003989148