Concepedia

Nicolò Masorgo

NM

4

Publications

103

Citations

4

H-Index

2022

Active since

Affiliations

University of Arkansas at Fayetteville(Current)

Lehigh University

Miami University

Nicolò Masorgo is an author at University of Arkansas at Fayetteville specializing in customer satisfaction, consumer research, and management.

Top concepts

MarketingManagementConsumer ResearchCustomer SatisfactionBusinessService QualityEmotionPsychologyReliabilitySupply Chain

Publications per year

2022–2024

4

Publications

4

You're driving me crazy! How emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery

Nicolò Masorgo, Saif Mir, Adriana Rossiter Hofer · Journal of Business Logistics · 2023 · 34 citations · Full text

Customer Experience, Customer Satisfaction, Consumer Uncertainty +27

Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice

Ivan Russo, Nicolò Masorgo, David Gligor · International Journal of Physical Distribution & Logistics Management · 2022 · 31 citations · Full text

Customer Satisfaction, Consumer Research, Organizational Behavior +18

Expectations vs Experience: Managing the Adverse Effects of Service Failures on Customer Satisfaction in the Airline Industry

Nicolò Masorgo, Saif Mir, Adriana Rossiter Hofer · Transportation Journal · 2022 · 19 citations

Reliability, Customer Satisfaction, Customer Experience +15

Last‐Mile Delivery: A Process View, Framework, and Research Agenda

Nicolò Masorgo, David Dobrzykowski, Brian S. Fugate · Journal of Business Logistics · 2024 · 19 citations · Full text

Rows per page

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