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Kalyani Menon
Kalyani Menon
Lazaridis School of Business & Economics
Verified email at wlu.ca
Title
Cited by
Cited by
Year
Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions
L Dubé, K Menon
International Journal of Service Industry Management 11 (3), 287-304, 2000
4852000
Ensuring greater satisfaction by engineering salesperson response to customer emotions
K Menon, L Dubé
Journal of retailing 76 (3), 285-307, 2000
4622000
Service provider responses to anxious and angry customers: different challenges, different payoffs
K Menon, L Dube
Journal of Retailing 80 (3), 229-237, 2004
1812004
For better or for worse? Adverse effects of relationship age and continuance commitment on positive and negative word of mouth
C Ranaweera, K Menon
European Journal of Marketing 47 (10), 1598-1621, 2013
1172013
Building customers' affective commitment towards retail banks: The role of CRM in each ‘moment of truth’
K Menon, A O'Connor
Journal of Financial Services Marketing 12, 157-168, 2007
1142007
The effect of emotional provider support on angry versus anxious consumers
K Menon, L Dubé
International Journal of Research in Marketing 24 (3), 268-275, 2007
1132007
Exploring consumer experience of social power during service consumption
K Menon, HS Bansal
International Journal of Service Industry Management 18 (1), 89-104, 2007
852007
Managing emotions
L Dube, K Menon
Marketing Health Services 18 (3), 34, 1998
661998
Why would certain types of in-process negative emotions increase post-purchase consumer satisfaction with services
L Dubé, K Menon
Advances in service marketing and management 7, 131-158, 1998
491998
Scripting Consumer Emotions in Extended Service Transactions: A Prerequisite for Successful Adaptation in Provider Performance.
K Menon, L Dubé
Advances in consumer research 26 (1), 1999
331999
Dynamic trends in online product ratings: A diagnostic utility explanation
F Wang, K Menon, C Ranaweera
Journal of Business Research 87, 80-89, 2018
222018
Beyond close vs. distant ties: Understanding post-service sharing of information with close, exchange, and hybrid ties
K Menon, C Ranaweera
International Journal of Research in Marketing 35 (1), 154-169, 2018
192018
Engineering effective interpersonal responses to customer emotions for higher satisfaction
K Menon, L Dubé
Journal of Retailing 76 (3), 285-307, 2000
152000
Designing transformative learning experiences for managerial transition to integrative CSR
K Menon
Business Horizons 65 (4), 519-528, 2022
62022
For better or for worse: Moderating effects of relationship age and continuance commitment on the service satisfaction-word-of-mouth relationship
C Ranaweera, K Menon
Advances in Consumer Research-Latin American Conference 2, 2008
52008
Metaphorical mapping for sensemaking and sensebreaking of stakeholder relations in sustainability frames
K Menon
Organization & Environment 35 (4), 607-626, 2022
22022
Integrating intellectual capital across supply chains: an innovation perspective
ES Nasr, K Menon, H Noori
International Journal of Integrated Supply Management 13 (1), 28-53, 2020
12020
Online product ratings: dynamic trends and diagnosticity assessment explanation
F Wang, K Menon, C Ranaweera, XP Zhang
Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era …, 2016
12016
The Moderating Role of Negative Consumption Emotions on Service Evaluation
K Menon, L Dube
ACR European Advances, 2003
2003
Investigating the Effect of Components of Consumption Emotions on Service Evaluation
K Menon, L Dube
ACR European Advances, 2001
2001
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