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Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei; Jayawardhena, Chanaka; Dibb, Sally; … - In: Tourism management : research, policies, practice 75 (2019), pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
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The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance
Piccoli, Gabriele; Lui, Tsz-Wai; Grün, Bettina - In: Tourism management : research, policies, practice 59 (2017), pp. 349-362
Persistent link: https://www.econbiz.de/10011642837
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Do airline self-service check-in kiosks meet the needs of passengers?
Chang, Hsin-Li; Yang, Cheng-Hua - In: Tourism management : research, policies, practice 29 (2008) 5, pp. 980-993
Persistent link: https://www.econbiz.de/10003750825
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How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an; Liu, Juan; Cai, Ruiying - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
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An exploratory study into managing value creation in tourism service firms : understanding value creation phases at the intersection of the tourism service firm and their customers
O'Cass, Aron; Sok, Phyra - In: Tourism management : research, policies, practice 51 (2015), pp. 186-200
Persistent link: https://www.econbiz.de/10011414944
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The relationship between sustainability and customer satisfaction in hospitality : an explorative investigation using eWOM as a data source
Gerdt, Sven-Olaf; Wagner, Elisa; Schewe, Gerhard - In: Tourism management : research, policies, practice 74 (2019), pp. 155-172
Persistent link: https://www.econbiz.de/10012128583
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When are visitors actually satisfied at visitor attractions? : what we know from more than 30 years of research
Faerber, Lea Susanne; Hofmann, Julian; Ahrholdt, Dennis C. - In: Tourism management : research, policies, practice 84 (2021), pp. 1-26
Persistent link: https://www.econbiz.de/10012494594
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Making sense of tourist shopping research : a critical review
Jin, Haipeng; Moscardo, Gianna; Murphy, Laurie - In: Tourism management : research, policies, practice 62 (2017), pp. 120-134
Persistent link: https://www.econbiz.de/10011734101
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Importance-performance analysis in tourism : a framework for researchers
Lai, Ivan K. W.; Hitchcock, Michael - In: Tourism management : research, policies, practice 48 (2015), pp. 242-267
Persistent link: https://www.econbiz.de/10010508394
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Dark personalities and online reviews : a textual content analysis of review generation, consumption and distribution
Yousaf, Salman; Kim, Jong Min - In: Tourism management : research, policies, practice 98 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014304482