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~person:"Balaji, M. S."
~person:"Gravelle, Hugh"
~person:"Grégoire, Yany"
~type_genre:"Article in journal"
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Search: subject_exact:"Service quality"
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Dienstleistungsqualität
45
Service quality
45
Customer satisfaction
24
Kundenzufriedenheit
24
Consumer behaviour
19
Konsumentenverhalten
19
Beschwerdemanagement
18
Beziehungsmarketing
18
Complaint management
18
Relationship marketing
18
Service failure
9
Großbritannien
7
Quality
7
United Kingdom
7
Hospital
6
Krankenhaus
6
Service recovery
6
Product quality
5
Produktqualität
5
service recovery
5
Brand image
4
Brand management
4
Choice
4
Competition
4
Customer service
4
Gesundheitsversorgung
4
Gesundheitswesen
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Health care
4
Health care system
4
Justice theory
4
Kundenservice
4
Markenführung
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Markenimage
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Physicians
4
Viral marketing
4
Virales Marketing
4
Wettbewerb
4
Ärzte
4
Arbeitszufriedenheit
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Hospitals
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Article
45
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45
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19
Graue Literatur
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English
45
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Balaji, M. S.
Gravelle, Hugh
Grégoire, Yany
Han, Heesup
42
Prybutok, Victor R.
39
Mattila, Anna S.
38
Prentice, Catherine
32
McColl-Kennedy, Janet R.
26
Shahin, Arash
26
Edvardsson, Bo
22
Siciliani, Luigi
20
Knechel, W. Robert
19
Sharma, Piyush
19
Witell, Lars
18
Wong, IpKin Anthony
18
Hanushek, Eric Alan
17
Jang, Soocheong
17
Marimon, Frederic
17
Zhang, Min
17
Gil Saura, Irene
16
Gong, Taeshik
16
Hyun, Sunghyup Sean
16
Klaus, Philipp
16
Gustafsson, Anders
15
Guchait, Priyanko
14
Ladhari, Riadh
14
Line, Nathaniel D.
14
Park, Jungkun
14
Patterson, Paul G.
14
Qu, Hailin
14
Bilgihan, Anil
13
Dwivedi, Yogesh Kumar
13
Gursoy, Dogan
13
Karatepe, Osman M.
13
Kim, Woo Gon
13
McFadden, Kathleen L.
13
O'Cass, Aron
13
Quach, Sara
13
Raman, Krishnamurthy K.
13
So, Kevin Kam Fung
13
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Journal of business research : JBR
7
Journal of health economics
4
Journal of the Academy of Marketing Science
4
Journal of service research
3
European journal of marketing : EJM
2
Regional science & urban economics
2
The economic journal : the journal of the Royal Economic Society
2
Economic modelling
1
Health economics
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
1
Journal of business ethics : JOBE
1
Journal of consumer marketing
1
Journal of economic behavior & organization : JEBO
1
Journal of interactive marketing
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of service research : JSR
1
Journal of strategic marketing
1
Marketing intelligence & planning
1
Marketing letters : a journal of research in marketing
1
Oxford economic papers
1
Technological forecasting & social change : an international journal
1
The Cornell hospitality quarterly
1
The European journal of health economics : HEPAC ; health economics in prevention and care
1
The journal of industrial economics
1
The service industries journal
1
Tourism analysis : an interdisciplinary tourism & hospitality journal
1
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ECONIS (ZBW)
45
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1
Moderating role of consumers' attachment style on post-recovery satisfaction behavior
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of relationship marketing : innovations and …
22
(
2023
)
4
,
pp. 354-380
Persistent link: https://www.econbiz.de/10014422333
Saved in:
2
The effects of service crises and recovery resources on market reactions : an event study analysis on data breach announcements
Rasoulian, Shahin
;
Grégoire, Yany
;
Legoux, Renaud
; …
- In:
Journal of service research
26
(
2023
)
1
,
pp. 44-63
Persistent link: https://www.econbiz.de/10014246193
Saved in:
3
Does quality affect choice of family physician? : evidence from patients changing general practice without changing address
Empel, Giovanni van
;
Gravelle, Hugh
;
Santos, Rita
- In:
Economic modelling
126
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014463172
Saved in:
4
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
5
Impact of failure severity levels on satisfaction and behavior : from the perspectives of justice theory and regulatory focus theory
Sidhu, Sarabjit Kaur
;
Fon Sim Ong
;
Balaji, M. S.
- In:
Journal of consumer marketing
40
(
2023
)
4
,
pp. 535-547
Persistent link: https://www.econbiz.de/10014276019
Saved in:
6
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
7
Robots at your service : value facilitation and value co-creation in restaurants
Zhang, Xiya
;
Balaji, M. S.
;
Jiang, Yangyang
- In:
International journal of contemporary hospitality management
34
(
2022
)
5
,
pp. 2004-2025
Persistent link: https://www.econbiz.de/10013412133
Saved in:
8
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
9
Customer-perceived value influence on luxury hotel purchase intention among potential customers
Jiang, Yangyang
;
Zhang, Xiya
;
Balaji, M. S.
- In:
Tourism analysis : an interdisciplinary tourism & …
27
(
2022
)
4
,
pp. 559-566
Persistent link: https://www.econbiz.de/10013552661
Saved in:
10
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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