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~person:"Ali, Faizan"
~person:"Edvardsson, Bo"
~person:"Han, Heesup"
~person:"Klaus, Philipp"
~subject:"Customer satisfaction"
~subject:"United Kingdom"
~type:"article"
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Search: subject_exact:"Mystery shopping"
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Customer satisfaction
United Kingdom
Dienstleistungsqualität
93
Service quality
93
Kundenzufriedenheit
61
Consumer behaviour
55
Konsumentenverhalten
55
Beziehungsmarketing
40
Relationship marketing
40
Hotel industry
19
Hotellerie
19
Customer experience
11
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10
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9
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Customer integration
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61
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Ali, Faizan
Edvardsson, Bo
Han, Heesup
Klaus, Philipp
Prentice, Catherine
23
Mattila, Anna S.
22
Prybutok, Victor R.
21
Sharma, Piyush
18
Wong, IpKin Anthony
16
Shahin, Arash
14
Söderlund, Magnus
14
Balaji, M. S.
13
Bilgihan, Anil
12
Gustafsson, Anders
12
McColl-Kennedy, Janet R.
12
Grégoire, Yany
11
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Jang, Soocheong
10
Ladhari, Riadh
10
Quach, Sara
10
Roy, Sanjit
10
Sparks, Beverley
10
Sreejesh, S.
10
Su, LuJun
10
Van Vaerenbergh, Yves
10
Gong, Taeshik
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
Izogo, Ernest Emeka
9
Qin, Hong
9
Torres, Edwin N.
9
Akroush, Mamoun N.
8
Bujisic, Milos
8
Gruber, Thorsten
8
Gursoy, Dogan
8
Marimon, Frederic
8
Miao, Li
8
Propper, Carol
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Journal of travel and tourism marketing
15
International journal of hospitality management
11
Journal of business research : JBR
4
Journal of hospitality marketing & management
3
Journal of service management
3
The journal of services marketing
3
Tourism management : research, policies, practice
3
International journal of contemporary hospitality management
2
International journal of quality and service sciences
2
International journal of market research
1
International journal of quality & reliability management
1
Journal for global business advancement : JGBA
1
Journal of Contemporary Issues in Business and Government
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing and consumer services
1
Journal of service research
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Journal of vacation marketing
1
Marketing letters : a journal of research in marketing
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
The international journal of bank marketing : IJBM
1
The service industries journal
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Tourism management perspectives : TMP
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Young consumers : insight and ideas for responsible marketers
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ECONIS (ZBW)
61
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61
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Veganism, a new hotel paradigm : exploring the attributes of vegan-friendly hotels and guest approach behaviors
Yu, Jongsik
;
Kim, Seongseop
;
Baah, Nancy Grace
;
Han, Heesup
- In:
International journal of hospitality management
117
(
2024
),
pp. -11
Persistent link: https://www.econbiz.de/10014457839
Saved in:
3
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
4
The Hijabi servers : customers' perception of employees' physical appearance in restaurants
Sonmez, Damla
;
Ali, Faizan
;
Wildes, Vivienne
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014439972
Saved in:
5
Where is customer experience (CX) research heading? : a personal commentary
Klaus, Philipp
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 700-705
Persistent link: https://www.econbiz.de/10014314392
Saved in:
6
Moderating effect of government regulations on the determinants of customer loyalty for cellular service providers in Pakistan
Tariq, Beenish
;
Najam, Hammad
;
Nik Kamariah Nik Mat
; …
- In:
Journal of Contemporary Issues in Business and Government
26
(
2020
)
1
,
pp. 1-22
Persistent link: https://www.econbiz.de/10012286411
Saved in:
7
The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker
;
Klaus, Philipp
;
Manthiou, Aikaterini
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
Saved in:
8
Saving the hotel industry : strategic response to the COVID-19 pandemic, hotel selection analysis, and customer retention
Kim, Jinkyung Jenny
;
Han, Heesup
- In:
International journal of hospitality management
102
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013185212
Saved in:
9
Customer views on comprehensive green hotel selection attributes and analysis of importance-performance
Quan, Lanji
;
Kim, Jinkyung Jenny
;
Han, Heesup
- In:
Journal of travel and tourism marketing
39
(
2022
)
6
,
pp. 535-554
Persistent link: https://www.econbiz.de/10014234582
Saved in:
10
Food delivery application quality in customer brand loyalty formation : identifying its antecedent and outcomes
Lee, Soyeun Olivia
;
Han, Heesup
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014227210
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