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~accessRights:"restricted"
~person:"Han, Heesup"
~person:"Madera, Juan M."
~person:"Mattila, Anna S."
~person:"Zerbe, Wilfred J."
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Emotion
39
Consumer behaviour
22
Konsumentenverhalten
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Customer satisfaction
10
Kundenzufriedenheit
10
Service quality
8
Beziehungsmarketing
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Han, Heesup
Madera, Juan M.
Mattila, Anna S.
Zerbe, Wilfred J.
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Prentice, Catherine
4
Alnawas, Ibrahim
3
Bilgihan, Anil
3
Cai, Ruiying
3
Delcourt, Cécile
3
Grandey, Alicia
3
Lee, Lindsey
3
Medler-Liraz, Hana
3
Miao, Li
3
Park, Jungkun
3
Qu, Hailin
3
Svensson, Göran
3
Vinh Van Thai
3
Yeh, Shih-Shuo
3
Alrawadieh, Zaid
2
Altinay, Levent
2
Amin, Muslim
2
Arici, Hasan Evrim
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Back, Robin M.
2
Bufquin, Diego
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Cervera-Taulet, Amparo
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Chang, Kuo-Chien
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Chi, Nai-Wen
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Cobanoglu, Cihan
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Dong, Yanan
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Folse, Judith Anne Garretson
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Gremler, Dwayne D.
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Hanks, Lydia
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Houston, Lawrence
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Ittamalla, Rajesh
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International journal of hospitality management
4
Journal of travel and tourism marketing
3
The journal of services marketing
1
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ECONIS (ZBW)
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1
A within-level analysis of the effect of customer-focused perspective-taking on deep acting and customer helping behaviors : the mediating roles of negative affect and empathy
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547719
Saved in:
2
Quality, emotion, price, and social values in building passenger loyalty : impact of relationship quality (mediator) and in-flight physical environments (moderator)
Han, Heesup
;
Chua, Bee-Lia
;
Lee, Sanghyeop
;
Koo, Bonhak
- In:
Journal of travel and tourism marketing
38
(
2021
)
2
,
pp. 123-138
Persistent link: https://www.econbiz.de/10012497705
Saved in:
3
Hotel of the future : exploring the attributes of a smart hotel adopting a mixed-methods approach
Kim, Jinkyung Jenny
;
Han, Heesup
- In:
Journal of travel and tourism marketing
37
(
2020
)
7
,
pp. 804-822
Persistent link: https://www.econbiz.de/10012415299
Saved in:
4
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
5
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
6
Halal-friendly hotels : impact of halal-friendly attributes on guest purchase behaviors in the Thailand hotel industry
Jeaheng, Yoksamon
;
Al-Ansi, Amr
;
Han, Heesup
- In:
Journal of travel and tourism marketing
36
(
2019
)
6
,
pp. 729-746
Persistent link: https://www.econbiz.de/10012179463
Saved in:
7
Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi
;
Guchait, Priyanko
;
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
77
(
2019
),
pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
Saved in:
8
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
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