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~person:"Gravelle, Hugh"
~person:"Balaji, M. S."
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Search: subject_exact:"Service quality"
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Dienstleistungsqualität
32
Service quality
32
Consumer behaviour
15
Konsumentenverhalten
15
Customer satisfaction
13
Kundenzufriedenheit
13
Beziehungsmarketing
11
Relationship marketing
11
Großbritannien
7
Quality
7
United Kingdom
7
Beschwerdemanagement
6
Complaint management
6
Hospital
6
Krankenhaus
6
Product quality
5
Produktqualität
5
Service failure
5
Choice
4
Competition
4
Gesundheitsversorgung
4
Gesundheitswesen
4
Health care
4
Health care system
4
Physicians
4
Viral marketing
4
Virales Marketing
4
Wettbewerb
4
Ärzte
4
Arbeitszufriedenheit
3
Hospitals
3
Interaction quality
3
Job satisfaction
3
Patienten
3
Patients
3
Arzthonorar
2
Betriebliche Wertschöpfung
2
Brand image
2
Brand management
2
Confidence
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Article
32
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32
Arbeitspapier
19
Graue Literatur
19
Non-commercial literature
19
Working Paper
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English
32
Author
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Gravelle, Hugh
Balaji, M. S.
Han, Heesup
42
Prybutok, Victor R.
39
Mattila, Anna S.
38
Prentice, Catherine
32
Shahin, Arash
26
McColl-Kennedy, Janet R.
25
Edvardsson, Bo
22
Siciliani, Luigi
20
Knechel, W. Robert
19
Sharma, Piyush
19
Witell, Lars
18
Hanushek, Eric Alan
17
Jang, Soocheong
17
Marimon, Frederic
17
Wong, IpKin Anthony
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
Grégoire, Yany
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
5
Journal of health economics
4
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 consumer marketing
1
Journal of economic behavior & organization : JEBO
1
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
1
Journal of strategic marketing
1
Marketing intelligence & planning
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
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The service industries journal
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Tourism analysis : an interdisciplinary tourism & hospitality journal
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ECONIS (ZBW)
32
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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
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:
3
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:
4
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:
5
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:
6
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:
7
The antecedents and consequences of value co-creation behaviors in a hotel setting : a two-country study
Roy, Sanjit
;
Balaji, M. S.
;
Soutar, Geoffrey N.
;
Jiang, …
- In:
The Cornell hospitality quarterly
61
(
2020
)
3
,
pp. 353-368
Persistent link: https://www.econbiz.de/10012259308
Saved in:
8
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:
9
Spatial competition and quality : evidence from the English family doctor market
Gravelle, Hugh
;
Liu, Dan
;
Propper, Carol
;
Santos, Rita
- In:
Journal of health economics
68
(
2019
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012419575
Saved in:
10
Effect of service-related resources on employee and customer outcomes in trade shows
Jha, Subhash
;
Balaji, M. S.
;
Ranjan, Kumar Rakesh
; …
- In:
Industrial marketing management : the international …
76
(
2019
),
pp. 48-59
Persistent link: https://www.econbiz.de/10011990721
Saved in:
11
The effect of hospital ownership on quality of care : evidence from England
Moscelli, Giuseppe
;
Gravelle, Hugh
;
Siciliani, Luigi
; …
- In:
Journal of economic behavior & organization : JEBO
153
(
2018
),
pp. 322-344
Persistent link: https://www.econbiz.de/10011986774
Saved in:
12
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:
13
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:
14
Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators
Jha, Subhash
;
Balaji, M. S.
;
Yavas, Ugur
;
Babakus, Emin
- In:
European journal of marketing : EJM
51
(
2017
)
2
,
pp. 282-303
Persistent link: https://www.econbiz.de/10011661678
Saved in:
15
Does quality affect patients' choice of doctor? : evidence from England
Santos, Rita
;
Gravelle, Hugh
;
Propper, Carol
- In:
The economic journal : the journal of the Royal …
127
(
2017
)
600
,
pp. 445-494
Persistent link: https://www.econbiz.de/10011748978
Saved in:
16
Customers' emotion regulation strategies in service failure encounters
Balaji, M. S.
;
Roy, Sanjit
;
Quazi, Ali
- In:
European journal of marketing : EJM
51
(
2017
)
5/6
,
pp. 960-982
Persistent link: https://www.econbiz.de/10011708773
Saved in:
17
Constituents and consequences of smart customer experience in retailing
Roy, Sanjit
;
Balaji, M. S.
;
Sadeque, Saalem
;
Bang, Nguyen
; …
- In:
Technological forecasting & social change : an …
124
(
2017
),
pp. 257-270
Persistent link: https://www.econbiz.de/10011899384
Saved in:
18
Competition, prices and quality in the market for physician consultations
Gravelle, Hugh
;
Scott, Anthony
;
Sivey, Peter
;
Yong, Jong-say
- In:
The journal of industrial economics
64
(
2016
)
1
,
pp. 135-169
Persistent link: https://www.econbiz.de/10011503053
Saved in:
19
Location, quality and choice of hospital : evidence from England 2002-2013
Moscelli, Giuseppe
;
Siciliani, Luigi
;
Gutacker, Nils
; …
- In:
Regional science & urban economics
60
(
2016
),
pp. 112-124
Persistent link: https://www.econbiz.de/10011639045
Saved in:
20
Choice of hospital : which type of quality matters?
Gutacker, Nils
;
Siciliani, Luigi
;
Moscelli, Giuseppe
; …
- In:
Journal of health economics
50
(
2016
),
pp. 230-246
Persistent link: https://www.econbiz.de/10011589026
Saved in:
21
Quality target negotiation in health care : evidence from the English NHS
Fichera, Eleonora
;
Gravelle, Hugh
;
Pezzino, Mario
; …
- In:
The European journal of health economics : HEPAC ; …
17
(
2016
)
7
,
pp. 811-822
Persistent link: https://www.econbiz.de/10011654761
Saved in:
22
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:
23
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:
24
Measurement and validation of online financial service quality (OFSQ)
Roy, Sanjit
;
Balaji, M. S.
- In:
Marketing intelligence & planning
33
(
2015
)
7
,
pp. 1004-1026
Persistent link: https://www.econbiz.de/10011447928
Saved in:
25
Does a hospital's quality depend on the quality of other hospitals? : a spatial econometrics approach
Gravelle, Hugh
;
Santos, Rita
;
Siciliani, Luigi
- In:
Regional science & urban economics
49
(
2014
),
pp. 203-216
Persistent link: https://www.econbiz.de/10011291546
Saved in:
26
Matching visitation-motives and restaurant attributes in casual dining restaurants
Ponnam, Abhilash
;
Balaji, M. S.
- In:
International journal of hospitality management
37
(
2014
),
pp. 47-57
Persistent link: https://www.econbiz.de/10010354232
Saved in:
27
Managing customer citizenship behavior : a relationship perspective
Balaji, M. S.
- In:
Journal of strategic marketing
22
(
2014
)
3
,
pp. 222-239
Persistent link: https://www.econbiz.de/10010384772
Saved in:
28
Doctor behaviour under a pay for performance contract : treating, cheating and case finding?
Gravelle, Hugh
;
Sutton, Matt
;
Ma, Ada
- In:
The economic journal : the journal of the Royal …
120
(
2010
),
pp. 129-156
Persistent link: https://www.econbiz.de/10003946810
Saved in:
29
Imperfect information in a quality-competitive hospital market
Gravelle, Hugh
;
Sivey, Peter
- In:
Journal of health economics
29
(
2010
)
4
,
pp. 524-535
Persistent link: https://www.econbiz.de/10008842430
Saved in:
30
Optimal quality, waits and charges in health insurance
Gravelle, Hugh
;
Siciliani, Luigi
- In:
Journal of health economics
27
(
2008
)
3
,
pp. 663-674
Persistent link: https://www.econbiz.de/10003742891
Saved in:
31
Improving the measurement of health system output growth
Castelli, Adriana
;
Dawson, Diane
;
Gravelle, Hugh
; …
- In:
Health economics
16
(
2007
)
10
,
pp. 1091-1107
Persistent link: https://www.econbiz.de/10003563285
Saved in:
32
Performance signals in the public sector : the case of health care
Gravelle, Hugh
;
Smith, Peter
;
Xavier, Ana
- In:
Oxford economic papers
55
(
2003
)
1
,
pp. 81-103
Persistent link: https://www.econbiz.de/10001723817
Saved in:
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