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Customer-robot interactions : understanding customer experience with service robots
Huang, Dan; Chen, Qiurong; Huang, Jiahui; Kong, Shaojun; … - In: International journal of hospitality management 99 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10013328076
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Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu; So, Kevin Kam Fung; Mihalik, Brian J. - In: International journal of hospitality management 100 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
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The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
Li, You; Liang, Zhehao; Wang, Yawei; Chang, Yaping - In: International journal of hospitality management 115 (2023), pp. 1-7
Persistent link: https://www.econbiz.de/10014487592
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Effects of leader behaviors on extra-role proactive service : the role of cultural tightness-looseness
Rescalvo-Martin, Elisa; Gutierrez, Leopoldo; … - In: International journal of hospitality management 117 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014457831
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Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin; Taheri, Babak; Rahimi, Roya; Okumus, … - In: International journal of hospitality management 107 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
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Customer verbal aggression and employee service sabotage : the mediating role of perceived discrimination
Lin, Derong; Shi, Zhao; Kim, Haemi; Qu, Hailin - In: International journal of hospitality management 107 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10014227719
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The role of contingent self-esteem and trust in consumer satisfaction : examining perceived control and fairness as predictors
Namasivayam, Karthik; Guchait, Priyanko - In: International journal of hospitality management 33 (2013), pp. 184-195
Persistent link: https://www.econbiz.de/10009746396
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A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong; Jang, Soocheong - In: International journal of hospitality management 41 (2014), pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
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Perceived supervisor and co-worker support for error management : impact on perceived psychological safety and service recovery performance
Guchait, Priyanko; Paşamehmetoğlu, Ayşın; Dawson, Mary - In: International journal of hospitality management 41 (2014), pp. 28-37
Persistent link: https://www.econbiz.de/10010403128
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The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong; Jang, Soocheong - In: International journal of hospitality management 40 (2014), pp. 109-119
Persistent link: https://www.econbiz.de/10010388577