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Editorial: Is empathy essential for high-quality customer service?
Pizam, Abraham - In: International journal of hospitality management 49 (2015), pp. 149-150
Persistent link: https://www.econbiz.de/10011379971
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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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Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan; Mattila, Anna S. - In: International journal of hospitality management 33 (2013), pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
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Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa; McDonald, Heath; Vocino, Andrea - In: International journal of hospitality management 33 (2013), pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
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Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
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Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels
Chen, Kaung-hwa; Liu, Hsiou-hsiang; Chang, Feng-hsiang - In: International journal of hospitality management 35 (2013), pp. 122-132
Persistent link: https://www.econbiz.de/10010225832
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Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: International journal of hospitality management 36 (2014), pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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The physical appearance of hotel guests : the impact on service providers’ communication and quality of service
Knežević, Mladen; Tomka, Dragica; Bizjak, Boštjan; … - In: International journal of hospitality management 51 (2015), pp. 8-14
Persistent link: https://www.econbiz.de/10011413936
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Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya; Miao, Li; Aattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 96-104
Persistent link: https://www.econbiz.de/10011413951