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~person:"Balaji, M. S."
~person:"Mattila, Anna S."
~person:"Sharma, Piyush"
~person:"Stock-Homburg, Ruth"
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Search: subject_exact:"Customer satisfaction"
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Customer satisfaction
88
Kundenzufriedenheit
88
Dienstleistungsqualität
55
Service quality
55
Beziehungsmarketing
48
Relationship marketing
48
Consumer behaviour
44
Konsumentenverhalten
44
Beschwerdemanagement
19
Complaint management
19
Arbeitszufriedenheit
15
Customer service
15
Kundenservice
15
Job satisfaction
14
Lieferantenmanagement
14
Supplier relationship management
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8
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79
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Balaji, M. S.
Mattila, Anna S.
Sharma, Piyush
Stock-Homburg, Ruth
Han, Heesup
68
Homburg, Christian
59
Mittal, Vikas
33
Svensson, Göran
33
Usman, Osly
28
Aksoy, Lerzan
27
Ringle, Christian M.
27
Wong, IpKin Anthony
27
Söderlund, Magnus
26
Gil Saura, Irene
25
Huber, Frank
25
Prentice, Catherine
25
Prayag, Girish
24
Prybutok, Victor R.
24
Hyun, Sunghyup Sean
23
Bruhn, Manfred
22
Jang, Soocheong
21
Shahin, Arash
21
Bauer, Hans H.
20
Bilgihan, Anil
20
Evanschitzky, Heiner
20
Keiningham, Timothy
20
Matzler, Kurt
20
Lee, Choong-Ki
19
Spiller, Achim
19
Töpfer, Armin
19
Ryu, Kisang
18
Stauss, Bernd
18
Gustafsson, Anders
17
Loureiro, Sandra Maria Correia
17
Wieseke, Jan
17
Barnes, Donald C.
16
Frank, Björn
16
Gelbrich, Katja
16
Hsu, Maxwell K.
16
Park, Jungkun
16
Roschk, Holger
16
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The journal of services marketing
11
International journal of hospitality management
10
Journal of business research : JBR
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
4
Neue betriebswirtschaftliche Forschung : Nbf
4
Journal of service management
3
Journal of service research : JSR
3
Cornell hospitality quarterly : CQ
2
European journal of marketing : EJM
2
Journal of hospitality marketing & management
2
Journal of retailing and consumer services
2
Journal of service research
2
Journal of the Academy of Marketing Science
2
Journal of travel and tourism marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Marketing intelligence & planning
2
Branding and sustainable competitive advantage : building virtual presence
1
Gabler Research
1
Gabler research
1
Handbook of hospitality marketing management
1
Handbuch Mitarbeiterbefragung
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of internet marketing and advertising : IJIMA
1
Journal of consumer marketing
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of internet commerce
1
Journal of marketing management : MM
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of retailing
1
Journal of service theory and practice : JSTP
1
Journal of strategic marketing
1
Journal of targeting, measurement and analysis for marketing
1
Kompetenz in Wissenschaft & Management
1
Neue betriebswirtschaftliche Forschung
1
Neue betriebswirtschaftliche Forschung : nbf
1
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
1
Service business
1
Services marketing quarterly
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ECONIS (ZBW)
89
USB Cologne (EcoSocSci)
1
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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
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
3
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
4
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:
5
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
Saved in:
6
Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies
Chan, Kimmy Wa
;
Gong, Taeshik
;
Sharma, Piyush
;
Chu, Candace
- In:
Journal of business research : JBR
150
(
2022
),
pp. 297-310
Persistent link: https://www.econbiz.de/10013365716
Saved in:
7
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:
8
Self-service technology in supermarkets : do frontline staff still matter?
Sharma, Piyush
;
Ueno, Akiko
;
Kingshott, Russel
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012433423
Saved in:
9
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
10
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
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