Concepedia

Jorge Luiz Henrique

JL

6

Publications

668

Citations

6

H-Index

2005

Active since

Affiliations

Universidade do Vale do Rio dos Sinos(Current)

Universidade Federal do Rio Grande do Sul

Jorge Luiz Henrique is an author at Universidade do Vale do Rio dos Sinos specializing in customer satisfaction, business, and management.

Top concepts

BusinessMarketingManagementCustomer SatisfactionService QualityConsumer ResearchMarketing StrategyBrand ManagementConsumer BehaviorPurchase Intention

Publications per year

2005–2015

6

Publications

6

Service Recovery Paradox: A Meta-Analysis

Celso Augusto de Matos, Jorge Luiz Henrique, Carlos Alberto Vargas Rossi · Journal of Service Research · 2007 · 315 citations

Customer Satisfaction, Consumer Research, Service Quality +16

Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa · Journal of Services Marketing · 2013 · 114 citations

Customer Satisfaction, Banking Industry, Customer Reactions +22

The different roles of switching costs on the satisfaction‐loyalty relationship

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa · International Journal of Bank Marketing · 2009 · 81 citations

Relationship Marketing, Customer Satisfaction, Satisfaction‐loyalty Relationship +14

Management of perceptions of information technology service quality

Luís Kalb Roses, Norberto Hoppen, Jorge Luiz Henrique · Journal of Business Research · 2008 · 79 citations

Total Quality Management, Customer Satisfaction, Service Quality +6

The influence of personal values and demographic variables on customer loyalty in the banking industry

Jorge Luiz Henrique, Celso Augusto de Matos · International Journal of Bank Marketing · 2015 · 61 citations

Customer Satisfaction, Banking Industry, Consumer Motivation +19

Rows per page

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