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Sexual harassment and proactive customer service performance : the roles of job engagement and sensitivity to interpersonal mistreatment
Li, Yan; Chen, Mengyuan; Lyu, Yijing; Qiu, Canhua - In: International journal of hospitality management 54 (2016), pp. 116-126
Persistent link: https://www.econbiz.de/10011474061
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Does a leader's "partiality" affect employees' proactivity in the hospitality industry? : a cross-level analysis
Cheng, Tan; Zhang, Pan; Guo, Yulang - In: International journal of hospitality management 90 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012300146
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A holistic view of the service experience at coffee franchises : a cross-cultural study
Oh, Dongyun; Yoo, Myongjee; Lee, Yooyang - In: International journal of hospitality management 82 (2019), pp. 68-81
Persistent link: https://www.econbiz.de/10012121394
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Returning good for evil : a study of customer incivility and extra-role customer service
Zhu, Julie N. Y.; Lam, Long W.; Lai, Jennifer Y. M. - In: International journal of hospitality management 81 (2019), pp. 65-72
Persistent link: https://www.econbiz.de/10012128321
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Does a server's attentiveness matter? : understanding intercultural service encounters in restaurants
Lee, Hye Eun - In: International journal of hospitality management 50 (2015), pp. 134-144
Persistent link: https://www.econbiz.de/10011388037
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Antecedents of mandatory customer participation in service encounters : an empirical study
Chen, Sandy C.; Raab, Carola; Tanford, Sarah - In: International journal of hospitality management 46 (2015), pp. 65-75
Persistent link: https://www.econbiz.de/10011301996
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Service encounter value and online engagement behaviors
Zhang, Tingting; Zhang, Pei; Lu, Lu - In: International journal of hospitality management 85 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012241352
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When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin - In: International journal of hospitality management 85 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
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Customer mistreatment and service performance : a self-consistency perspective
Park, Jeongdoo; Kim, Hyun Jeong - In: International journal of hospitality management 86 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012241518
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Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin; Tojib, Dewi; Tsarenko, Yelena - In: International journal of hospitality management 87 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012241791