Similar Search Results

Post‐recovery customer relationships and customer partnerships in a restaurant setting

Kim, Taegoo (Terry); Jung‐Eun Yoo, Joanne; Lee, Gyehee - In: International Journal of Contemporary Hospitality Management 24 (2012) 3, pp. 381-401

relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post … service recovery satisfaction. Future research should be followed to deepen the understanding of the two consequence variables … insights into the structure, processes, and outcomes of service recovery satisfaction. …

Persistent link: https://www.econbiz.de/10014763116

Examine the cognitive and affective antecedents to service recovery satisfaction

Wen, Biyan; Geng‐qing Chi, Christina - In: International Journal of Contemporary Hospitality Management 25 (2013) 3, pp. 306-327

recovery justice and customers' positive and negative emotions have direct or indirect influence on customers' satisfaction … existing literature by not only analyzing the effects of perceived justice and consumption emotions on satisfaction with …

Persistent link: https://www.econbiz.de/10014763176

Hospitality-based critical incidents: a cross-cultural comparison

R. Swanson, Scott; Huang, Yinghua; Wang, Baoheng - In: International Journal of Contemporary Hospitality Management 26 (2014) 1, pp. 50-68

Purpose – The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts had on behavior. Recognizing that hospitality-based organizations are...

Persistent link: https://www.econbiz.de/10014763929

New aspects of research to assess and manage critical incidents in service encounters

Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International Journal of Contemporary Hospitality Management 27 (2015) 1, pp. 27-51

Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or...

Persistent link: https://www.econbiz.de/10014764235

What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

Aguilar-Rojas, Oscar; Fandos-Herrera, Carmina; … - In: International Journal of Contemporary Hospitality Management 27 (2015) 2, pp. 214-235

Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters...

Persistent link: https://www.econbiz.de/10014764395

Factors affecting memorability of service failures: a longitudinal analysis

Kim, Jong-Hyeong; Jang, SooCheong (Shawn) - In: International Journal of Contemporary Hospitality Management 28 (2016) 8, pp. 1676-1701

Purpose This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring. Design/methodology/approach This study used a quasi-experimental design in which customers answered questions...

Persistent link: https://www.econbiz.de/10014764985

Generation Y’s positive and negative eWOM: use of social media and mobile technology

Zhang, Tingting (Christina); Abound Omran, Behzad; … - In: International Journal of Contemporary Hospitality Management 29 (2017) 2, pp. 732-761

Purpose This paper aims to explore the factors that influence Generation Y’s positive or negative electronic word-of-mouth (eWOM) behavior via social media and mobile technology in the foodservice sector. Three types of dining experiences were examined: positive and negative customer...

Persistent link: https://www.econbiz.de/10014765005

Consumer research in the restaurant environment. Part 3: analysis, findings and conclusions

Kivela, Jakia; Inbakaran, Robert; Reece, John - In: International Journal of Contemporary Hospitality Management 12 (2000) 1, pp. 13-30

theoretical model of dining satisfaction and return patronage ( IJCHM , Vol. 11 No. 6), was developed and described. This was … preceded by Part 1 (IJCHM , Vol. 11 No. 5), in which a model of dining satisfaction and return patronage was proposed and … encouraging results of this study can be summarised as having provided: a clearer understanding of customers’ dining satisfaction …

Persistent link: https://www.econbiz.de/10014762432

A structural analysis of hotel sector loyalty programmes

Palmer, Adrian; McMahon‐Beattie, Una; Beggs, Rosalind - In: International Journal of Contemporary Hospitality Management 12 (2000) 1, pp. 54-60

Analyses the variety of loyalty programmes that exist within the UK corporate hotel sector. A literature review leads to the proposition that in order to be cost‐effective in stimulating repeat business, loyalty programmes should reflect the business environment in which they operate. Loyalty...

Persistent link: https://www.econbiz.de/10014762436

Customer loyalty in the hotel industry: the role of customer satisfaction and image

Kandampully, Jay; Suhartanto, Dwi - In: International Journal of Contemporary Hospitality Management 12 (2000) 6, pp. 346-351

study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This … this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty … customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated …

Persistent link: https://www.econbiz.de/10014762469