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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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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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Customer loyalty : exploring its antecedents from a green marketing perspective
Martínez, Patricia - In: International journal of contemporary hospitality management 27 (2015) 5, pp. 896-917
Persistent link: https://www.econbiz.de/10011408130
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Productivity, quality and relationship marketing in service operations : a revisit in a new service paradigm
Gummesson, Evert - In: International journal of contemporary hospitality management 26 (2014) 5, pp. 656-662
Persistent link: https://www.econbiz.de/10010395540
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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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Customer satisfaction, service quality, and customer value: years 2000-2015
Oh, Haemoon; Kim, Kawon - In: International journal of contemporary hospitality management 29 (2017) 1, pp. 2-29
Persistent link: https://www.econbiz.de/10011611056
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Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan; Cai, Ruiying; Anaya, Gerardo Joel - In: International journal of contemporary hospitality management 29 (2017) 9, pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812