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~person:"Han, Heesup"
~person:"Madera, Juan M."
~person:"Mattila, Anna S."
~person:"Zerbe, Wilfred J."
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Emotion
63
Consumer behaviour
35
Konsumentenverhalten
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Customer satisfaction
16
Kundenzufriedenheit
16
Beziehungsmarketing
14
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Han, Heesup
Madera, Juan M.
Mattila, Anna S.
Zerbe, Wilfred J.
Fan, Xiucheng
5
Ladhari, Riadh
5
McColl-Kennedy, Janet R.
5
Medler-Liraz, Hana
5
Svensson, Göran
5
Vinh Van Thai
5
Du, Jiangang
4
Feng, Tianjun
4
Grandey, Alicia
4
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Miao, Li
4
Prentice, Catherine
4
Seger-Guttmann, Tali
4
Slåtten, Terje
4
Vázquez Casielles, Rodolfo
4
Alnawas, Ibrahim
3
Amin, Muslim
3
Benkenstein, Martin
3
Bilgihan, Anil
3
Cai, Ruiying
3
Delcourt, Cécile
3
Forberger, Dirk
3
Frese, Michael
3
Giardini, Angelo
3
Gouthier, Matthias H. J.
3
Han, Su-Jin
3
Hanks, Lydia
3
Lee, JungHoon
3
Lee, Lindsey
3
Marshall, Roger
3
Nguyen, Doan
3
Ok, Chihyung
3
Otero-Neira, Carmen
3
Padin, Carmen
3
Park, Jungkun
3
Patterson, Paul G.
3
Qu, Hailin
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International journal of hospitality management
5
Journal of travel and tourism marketing
4
The journal of services marketing
1
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ECONIS (ZBW)
10
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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
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:
5
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:
6
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:
7
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:
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:
9
Testing the moderation effect of hotel ambience on the relationships among social comparison, affect, satisfaction, and behavioral intentions
Jani, Dev
;
Han, Heesup
- In:
Journal of travel and tourism marketing
31
(
2014
)
5/6
,
pp. 731-746
Persistent link: https://www.econbiz.de/10010405069
Saved in:
10
Multi-dimensions of patrons' emotional experiences in upscale restaurants and their role in loyalty formation : emotion scale improvement
Han, Heesup
;
Jeong, Chul
- In:
International journal of hospitality management
32
(
2013
),
pp. 59-70
Persistent link: https://www.econbiz.de/10009717672
Saved in:
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