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The impact of revenue management on hotel key account relationship development
Wang, Xuan Lorna - In: International journal of contemporary hospitality management 24 (2012) 3, pp. 358-380
Persistent link: https://www.econbiz.de/10009544822
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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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Stakeholder management in the Chinese hotel industry : the antecedents and impacts
Lo, Yin-hsi - In: International journal of contemporary hospitality management 25 (2013) 4, pp. 470-490
Persistent link: https://www.econbiz.de/10009761415
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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
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Causal relationships between table game players’ perceptions of service quality, perceived winning, and game spending : moderating effects of demographic factors
Jeon, Sang Mi; Magnini, Vincent P.; Kim, Insin; Hyun, … - In: International journal of contemporary hospitality management 25 (2013) 6, pp. 922-944
Persistent link: https://www.econbiz.de/10010125916
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How can employees engage customers? : application of social penetration theory to the full-service restaurant industry by gender
Hwang, Jinsoo; Han, Heesup; Kim, Seongseop - In: International journal of contemporary hospitality management 27 (2015) 6, pp. 1117-1134
Persistent link: https://www.econbiz.de/10011403001
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The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
Lyu, Yijing; Zhou, Xing; Li, Weiwen; Wan, Junbao; Zhang, Jie - In: International journal of contemporary hospitality management 28 (2016) 9, pp. 1992-2012
Persistent link: https://www.econbiz.de/10011624205
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The influence of trust and perceived playfulness on the relationship commitment of hospitality online social network-moderating effects of gender
Li, Chi-Hua; Chang, Chun-Ming - In: International journal of contemporary hospitality management 28 (2016) 5, pp. 924-944
Persistent link: https://www.econbiz.de/10011584042