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~isPartOf:"Journal of business research : JBR"
~person:"Balaji, M. S."
~person:"Piopiunik, Marc"
~person:"Witell, Lars"
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Dienstleistungsqualität
8
Service quality
8
Consumer behaviour
7
Konsumentenverhalten
7
Beziehungsmarketing
6
Customer satisfaction
6
Kundenzufriedenheit
6
Relationship marketing
6
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3
Complaint management
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Balaji, M. S.
Piopiunik, Marc
Witell, Lars
Chebat, Jean-Charles
5
Gustafsson, Anders
5
Mattila, Anna S.
4
McColl-Kennedy, Janet R.
4
Arnold, Todd J.
3
De Keyser, Arne
3
Gallan, Andrew S.
3
Laroche, Michel
3
Prentice, Catherine
3
Salo, Jari
3
Shams, Poja
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2
Alden, Dana
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Ali, Faizan
2
Arsenovic, Jasenko
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Babin, Barry J.
2
Bachrach, Daniel G.
2
Baker, Thomas L.
2
Barnes, Donald C.
2
Benedicktus, Ray L.
2
Biggemann, Sergio
2
Bogicevic, Vanja
2
Borges, Adilson
2
Chen, Qimei
2
Choi, Sunmee
2
Collier, Joel E.
2
Devlin, James
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Dhir, Amandeep
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Ellinger, Alexander E.
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Ellinger, Andrea D.
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Elmadağ Baş, Ayşe Banu
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Folse, Judith Anne Garretson
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Giebelhausen, Michael
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Gruber, Thorsten
2
Grégoire, Yany
2
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Journal of business research : JBR
Journal of service management
5
CESifo Working Paper Series
2
CESifo working papers
2
European journal of marketing : EJM
2
International journal of quality and service sciences
2
Münchener Wirtschaftswissenschaftliche Beiträge : VWL ; discussion papers
2
NBER Working Paper
2
NBER working paper series
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The TQM journal : the international review of organizational improvement
2
Working paper / National Bureau of Economic Research, Inc.
2
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1
Discussion papers / Governance and the Efficiency of Economic Systems
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Ifo-Beiträge zur Wirtschaftsforschung
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of contemporary hospitality management
1
International journal of hospitality management
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Journal of consumer marketing
1
Journal of human resources : JHR
1
Journal of labor economics
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of retailing
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Journal of service research : JSR
1
Journal of strategic marketing
1
Journal of the Academy of Marketing Science
1
Marketing intelligence & planning
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Technological forecasting & social change : an international journal
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The Cornell hospitality quarterly
1
The journal of services marketing
1
The service industries journal
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Total quality management & business excellence
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
Tourism analysis : an interdisciplinary tourism & hospitality journal
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ifo Beiträge zur Wirtschaftsforschung
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ECONIS (ZBW)
8
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8
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date (oldest first)
1
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
Cocreative customer practices : effects of health care customer value cocreation practices on well-being
McColl-Kennedy, Janet R.
;
Hogan, Suellen J.
;
Witell, Lars
; …
- In:
Journal of business research : JBR
70
(
2017
),
pp. 55-66
Persistent link: https://www.econbiz.de/10011620250
Saved in:
7
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
Saved in:
8
Competitive advantage through service differentiation by manufacturing companies
Gebauer, Heiko
;
Gustafsson, Anders
;
Witell, Lars
- In:
Journal of business research : JBR
64
(
2011
)
12
,
pp. 1270-1280
Persistent link: https://www.econbiz.de/10009382589
Saved in:
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