User profiles for Laszlo Sajtos

Laszlo Sajtos

University of Auckland
Verified email at auckland.ac.nz
Cited by 2668

A new perspective on market dynamics: Market plasticity and the stability–fluidity dialectics

…, L Cheung, S Lindeman, C Mele, L Sajtos… - Marketing …, 2014 - journals.sagepub.com
Several researchers have pointed out that if marketing is to develop as a discipline and
contribute to solving complex business and societal challenges, it should question the …

Impact of service failure: The protective layer of customer relationships

L Sajtos, RJ Brodie, J Whittome - Journal of Service …, 2010 - journals.sagepub.com
Although there has been considerable research about service failure in the last 15 years,
scholars have only recently started to examine its impact on relational constructs. This study …

The strategic role of relational capabilities in the business-to-business service profit chain

V Theoharakis, L Sajtos, G Hooley - Industrial marketing management, 2009 - Elsevier
This paper extends the original service profit chain by examining the role of relational
capabilities with employees, customers and strategic partners on process and performance …

Challenges and opportunities for marketing scholars in times of the fourth industrial revolution

M Krafft, L Sajtos, M Haenlein - Journal of Interactive …, 2020 - journals.sagepub.com
Artificial Intelligence (AI) and 5G connectivity have been identified as drivers of the so-called
Fourth Industrial Revolution (FIR). AI and 5G, through emerging technologies such as …

Employee-(ro) bot collaboration in service: an interdependence perspective

KBQ Le, L Sajtos, KV Fernandez - Journal of Service Management, 2023 - emerald.com
Purpose Collaboration between frontline employees (FLEs) and frontline robots (FLRs) is
expected to play a vital role in service delivery in these increasingly disrupted times. Firms are …

The dual mechanism of sales capabilities in influencing organizational performance

P Guenzi, L Sajtos, G Troilo - Journal of Business Research, 2016 - Elsevier
In most companies, sales organizations play an increasingly strategic role in creating a
competitive advantage for the firm. In contrast to marketing capabilities, sales capabilities are not …

It is all in good humor? Examining the impact of salesperson evaluations of leader humor on salesperson job satisfaction and job stress

…, D Rangarajan, NN Chaker, L Sajtos - Journal of personal …, 2019 - Taylor & Francis
Salesperson job stress and job satisfaction have been identified as critical factors affecting
job performance. Academic research suggests that sales managers can influence …

Brand love: Corroborating evidence across four continents

L Sajtos, JT Cao, JA Espinosa, I Phau, P Rossi… - Journal of Business …, 2021 - Elsevier
The brand love conceptualization developed by Batra and his colleagues (2012) provides
an integrative view of love as an emotional relationship between customers and their loved …

Boundary objects for institutional work across service ecosystems

L Sajtos, M Kleinaltenkamp, J Harrison - Journal of Service …, 2018 - emerald.com
Purpose Institutional arrangements for collaborative purposes have gained increasing attention
within research on service ecosystems. For collaborations to be effective, actors need to …

Tactical use of rewards to enhance loyalty program effectiveness

PJ Danaher, L Sajtos, TS Danaher - International Journal of Research in …, 2020 - Elsevier
A key member benefit for participating in a loyalty program (LP) is the rewards earned for
points accrued. One popular reward structure is a catalog of many diverse items. The rewards …