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How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo; Khoo-Lattimore, Catheryn; Huey Chern Boo - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
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Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong; Fan, Alei; Yang, Yang; He, Zeya - In: International journal of hospitality management 101 (2022), pp. 110
Persistent link: https://www.econbiz.de/10013271321
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Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu; Mody, Makarand Amrish; Andajigarmaroudi, Saeed - In: International journal of hospitality management 87 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
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Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail; Joireman, Jeff; Kim, Shinhye - In: International journal of hospitality management 82 (2019), pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
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It takes two to empower : customer responses to empowerment recovery in the context of robot service failure
Yu, Jing; Liu, Xiaoming; He, Mang; Huang, Liman (Mandy); … - In: International journal of hospitality management 120 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015071094
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Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Sheng, Xiaojing; Murray, Ross; Ketron, Seth C.; Felix, Reto - In: International journal of hospitality management 119 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
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A systematic review of AI technology-based service encounters : implications for hospitality and tourism operations
Li, Minglong; Yin, Dexiang; Qiu, Hailian; Bai, Billy - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547997
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Cruising in the 21st century : who works while others play?
Gibson, Philip - In: International journal of hospitality management 27 (2008) 1, pp. 42-52
Persistent link: https://www.econbiz.de/10003666322
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Building the sociomateriality of food service
Tuomi, Aarni; Tussyadiah, Iis P. - In: International journal of hospitality management 89 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293756
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"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo; Liu, Qing; Mattila, Anna S. - In: International journal of hospitality management 82 (2019), pp. 32-38
Persistent link: https://www.econbiz.de/10012121389