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M.S. Balaji
University of Nottingham
BusinessEconomicsMarketingCustomer satisfactionPublic relations
59Publications
21H-index
993Citations
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Publications 59
Newest
#1Subhash Jha (U of M: University of Memphis)
#1Subhash JhaH-Index: 8
Last. George D. Deitz (U of M: University of Memphis)H-Index: 13
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Abstract While research has recognized the role of haptic sensations in influencing various aspects of consumer behavior, the association between haptically based experiences and social judgments in a retail encounter has not been explored. Based on the results of one field study, we showed a positive effect for both heavy and soft haptic cues on purchase behavior. Two follow-up lab experiments demonstrate that haptic attributes of retailer promotional materials affect social judgments of retail...
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#1M.S. Balaji (University of Nottingham)H-Index: 21
#2Yangyang Jiang (University of Nottingham)
Last. Subhash Jha (Purdue University)H-Index: 8
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Abstract This study examines how different types of organizational culture moderate the effect of customer incivility on frontline employee (FLE) response. We propose that FLE forgiveness determines their customer-oriented behavior following customer incivility; FLE vengeance mediates the effect of customer incivility on dysfunctional behavior. We further posit that the effects of customer incivility on FLE forgiveness and vengeance would vary depending on the organizational culture (i.e., clan,...
1 CitationsSource
#1Sanjit Kumar Roy (UWA: University of Western Australia)H-Index: 19
#2M.S. Balaji (UNNC: The University of Nottingham Ningbo China)H-Index: 21
Last. Bang Nguyen (University of Southern Denmark)H-Index: 22
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Recent advances in technology have led to the emergence of smart technology systems in brick-and-mortar stores. This study aims to explore the factors that influence customer adoption of in-store s...
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#1Juhi Gahlot Sarkar (Institute of Management Technology, Ghaziabad)H-Index: 5
#2Abhigyan Sarkar (Institute of Management Technology, Ghaziabad)H-Index: 11
Last. M.S. Balaji (University of Nottingham)H-Index: 21
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Abstract The present study investigated the impact of service denial on other customers’ perception of the service provider in a shared service context. Drawing on other customer perception and brand relationship quality literature, we examined when and how service denial to certain customers (owing to their unfavorable physical appearance, unsuitable behavior, and dissimilarity with the target customer group) impacts other customers’ relational and behavioral outcomes toward the service provide...
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#1Yangyang JiangH-Index: 4
#1Yangyang Jiang (UNNC: The University of Nottingham Ningbo China)
Last. Dan Xian Xu (SYSU: Sun Yat-sen University)
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The purpose of this study is to empirically investigate factors and boundary conditions that may affect the effectiveness of electronic word-of-mouth (eWOM) in influencing a consumer’s travel decision-making behavior. The conceptual model was tested using data collected from Chinese WeChat users. An online survey generated 550 valid responses. Results show that eWOM content richness and perceived ease of use of the eWOM platform positively influence eWOM effectiveness, while the eWOM receiver ex...
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#2Naser ValaeiH-Index: 11
Last. See Kwong GohH-Index: 7
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Building on consumer socialization theory, the purpose of this paper is to examine antecedents and consequences of generating and sharing brand-related content on social media in a restaurant context.,A scale development process was undertaken to develop the scale for brand-related user-generated content (BRUGC). Then the authors tested the antecedents and consequences of BRUGC using 375 responses obtained through a mall-intercept survey. The hypotheses were tested using structural equation mode...
1 CitationsSource
#1Sanjit Kumar Roy (UWA: University of Western Australia)H-Index: 19
#2M.S. Balaji (UNNC: The University of Nottingham Ningbo China)H-Index: 21
Last. Yangyang Jiang (UNNC: The University of Nottingham Ningbo China)H-Index: 4
view all 4 authors...
This study examines the antecedents and consequences of value co-creation behavior in a hospitality context. An online questionnaire with samples of hotel patrons in the United States and Australia...
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#1Subhash JhaH-Index: 8
#2M.S. BalajiH-Index: 21
view all 4 authors...
This paper aims to examine the effects of purchase environment, product type and need for touch (NFT) on cognitive response, affective response and overall product evaluation in the USA and India.,Two experiments were conducted in two different consumer markets. In Study 1, participants evaluated haptic and non-haptic products and gave responses on cognitive response, affective response and overall product evaluation measures in the US market. In Study 2, the authors replicate Study 1 in a cultu...
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#1Charles Jebarajakirthy (Griffith University)H-Index: 8
#2M. S. Balaji (University of Nottingham)
Last. Manish GuptaH-Index: 10
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