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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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Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Lai, John; Lui, Steven S.; Hon, Alice H. Y. - In: International journal of contemporary hospitality management 26 (2014) 8, pp. 1341-1363
Persistent link: https://www.econbiz.de/10010467877
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Systematic review of the elements and service standards of delightful service
Wang, Jen Chun; Wang, Yi-Chieh; Tai, Yang-Fei - In: International journal of contemporary hospitality management 28 (2016) 7, pp. 1310-1337
Persistent link: https://www.econbiz.de/10011596010
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Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance
Cho, Meehee; Bonn, Mark Andrew; Han, Su-Jin; Lee, Kyung Hee - In: International journal of contemporary hospitality management 28 (2016) 12, pp. 2888-2912
Persistent link: https://www.econbiz.de/10011611032
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The effects of emotional labor on frontline employee creativity
Geng, Zizhen; Liu, Chao; Liu, Xinmei; Feng, Jie - In: International journal of contemporary hospitality management 26 (2014) 7, pp. 1046-1064
Persistent link: https://www.econbiz.de/10010426096
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Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong; Jang, Soocheong - In: International journal of contemporary hospitality management 28 (2016) 8, pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
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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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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
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Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)
Han, Heesup; Hwang, Jinsoo - In: International journal of contemporary hospitality management 27 (2015) 4, pp. 585-607
Persistent link: https://www.econbiz.de/10011326581
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Understanding culture on the effectiveness of restaurant servers' check-back style
Lee, Hye Eun; Hwang, Joyce Hyunjoo; Bennett, Keri - In: International journal of contemporary hospitality management 27 (2015) 8, pp. 1905-1926
Persistent link: https://www.econbiz.de/10011447588