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Customer orientation as a mediator of the influence of locus of control on job performance
Chang, Wan-jing April; Huang, Tung Chun - In: The service industries journal 31 (2011) 1/2, pp. 273-285
Persistent link: https://www.econbiz.de/10008904642
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The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships
Kim, Wansoo; Ok, Chihyung; Gwinner, Kevin Patrick - In: The service industries journal 30 (2010) 7/8, pp. 1139-1157
Persistent link: https://www.econbiz.de/10003996853
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The role of customer affection and trust in loyalty rebuilding after service failure and recovery
La, Suna; Choi, Beom Joon - In: The service industries journal 32 (2012) 1/2, pp. 105-125
Persistent link: https://www.econbiz.de/10009427702
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Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The service industries journal 32 (2012) 1/2, pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
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Moderating role of a priori customer-firm relationship in service recovery situations
Kim, Wansoo; Ok, Chihyung; Canter, Deborah D. - In: The service industries journal 32 (2012) 1/2, pp. 59-82
Persistent link: https://www.econbiz.de/10009427710
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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar; Fandos-Herrera, Carmina; Flavián … - In: International journal of contemporary hospitality management 27 (2015) 2, pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
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Salesperson's listening in buyer-seller service relationships
Román, Sergio - In: The service industries journal 34 (2014) 7, pp. 630-644
Persistent link: https://www.econbiz.de/10010385547
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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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Investigating the wellness tourism factors in hot spring hotel customer service
Chen, Kaung-hwa; Chang, Feng-hsiang; Wu, Chihkang - In: International journal of contemporary hospitality management 25 (2013) 7, pp. 1092-1114
Persistent link: https://www.econbiz.de/10010194874