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Browsing by Author "Salagrama, Ramakrishna."

Browsing by Author "Salagrama, Ramakrishna."

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  • Do customers exhibit gratitude after service recovery? understanding the moderating role of relationship type 
    Salagrama, Ramakrishna.; Prashar, Sanjeev.; Vijay, Tata Sai. (Service Business, 2021)
    The study investigates how customers in exchange and communal relationships differ in evaluating the recovery efforts of service providers after a service failure. This research addresses the literature gap by examining ...
  • Matching explanations with regulatory focus 
    Salagrama, Ramakrishna.; Mattila, Anna S.; Prashar, Sanjeev.; Vijay, T. Sai. (Marketing Intelligence & Planning, 2022-09)
    Purpose – The present research examines the interaction between explanation type and regulatory focus on informational justice (IJ) and satisfaction with service recovery. Design/methodology/approach – The authors conducted ...