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~person:"Balaji, M. S."
~person:"Robertson, Nichola"
~person:"Tsarenko, Yelena"
~subject:"Beziehungsmarketing"
~subject:"Garantie"
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Search: subject_exact:"Complaint management"
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Beziehungsmarketing
Garantie
Beschwerdemanagement
22
Complaint management
22
Consumer behaviour
17
Dienstleistungsqualität
17
Konsumentenverhalten
17
Service quality
17
Customer satisfaction
12
Kundenzufriedenheit
12
Relationship marketing
9
Customer service
6
Kundenservice
6
Australia
4
Australien
4
Service failure
4
Coping strategy
3
Coping-Strategie
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Gastronomie
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Intelligence
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Intelligenz
3
Restaurant industry
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Selbstbedienung
3
Self-service
3
Viral marketing
3
Virales Marketing
3
Arbeitszufriedenheit
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Brand image
2
Emotion
2
Job satisfaction
2
Markenimage
2
Satisfaction
2
well-being
2
Airline
1
Airline industry
1
Brand
1
Brand betrayal
1
Brand disappointment
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Brand management
1
Brand recovery
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Brand reputation
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Balaji, M. S.
Robertson, Nichola
Tsarenko, Yelena
Stauss, Bernd
13
Mattila, Anna S.
12
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Roschk, Holger
7
Brock, Christian
6
Cai, Ruiying
6
Fürst, Andreas
6
Gelbrich, Katja
6
Homburg, Christian
6
Evanschitzky, Heiner
5
Günter, Bernd
5
Hogreve, Jens
5
Seidel, Wolfgang
5
Vázquez Casielles, Rodolfo
5
Baker, Melissa A.
4
Blut, Markus
4
Ding Hooi Ting
4
Jang, Soocheong
4
Joireman, Jeff
4
Larivière, Bart
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Tripp, Thomas M.
4
Abbasi, Amir Zaib
3
Armstrong, Christine
3
Basso, Kenny
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Chen, Jing
3
Choi, Beom Joon
3
Cusin, Julien
3
Flacandji, Michaël
3
Gerstner, Eitan
3
Gäthke, Jana
3
Harun, Ahasan
3
Huey Chern Boo
3
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Journal of business research : JBR
3
International journal of hospitality management
1
Journal of consumer behaviour : an international research review
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of service research
1
Journal of service research : JSR
1
Psychology & marketing
1
The service industries journal
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
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
3
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:
4
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
5
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
6
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:
7
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
8
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:
9
Customer e-complaining behaviours using social media
Balaji, M. S.
;
Jha, Subhash
;
Stafford, Marla Royne
- In:
The service industries journal
35
(
2015
)
11/12
,
pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
Saved in:
10
Consumer complaints and recovery through guaranteeing self-service technology
Robertson, Nichola
;
MacQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-30
Persistent link: https://www.econbiz.de/10009508885
Saved in:
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