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Determinants of negative word-of-mouth communication using social networking sites

Balaji, M. S.; Kok Wei Khong; Chong, Alain Yee Long - In: Information & management : the internat. journal of … 53 (2016) 4, pp. 528-540

Persistent link: https://www.econbiz.de/10011495336

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

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

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

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

How customers cope with service failure? A study of brand reputation and customer satisfaction

Sarkar Sengupta, Aditi; Balaji, M.S.; Krishnan, Balaji C. - In: Journal of Business Research 68 (2015) 3, pp. 665-674

In this paper we examine the different coping mechanisms used by customers when they confront service failure. It was found that the coping mechanism used by customers changes depending on the severity of the service failure. Further, it was observed that brand reputation moderates the...

Persistent link: https://www.econbiz.de/10011193935