Similar Search Results

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

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

Examine the cognitive and affective antecedents to service recovery satisfaction : a field study of delayed airline passengers

Wen, Biyan; Chi, Christina Geng-qing - In: International journal of contemporary hospitality management 25 (2013) 3, pp. 306-327

Persistent link: https://www.econbiz.de/10009730488

Not all smiles are created equal : investigating the effects of display authenticity and service relationship on customer tipping behavior

Bujisic, Milos; Wu, Luorong; Mattila, Anna; Bilgihan, Anil - In: International journal of contemporary hospitality management 26 (2014) 2, pp. 293-306

Persistent link: https://www.econbiz.de/10010250181

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

The relationship between consumer complaining behavior and service recovery : an integrative review

Kim, Kyungmin; Wang, Chenya; Mattila, Anna S. - In: International journal of contemporary hospitality management 22 (2010) 7, pp. 975-991

Persistent link: https://www.econbiz.de/10008749350

Group diversity and employee service innovative behavior in the hospitality industry : a multilevel model

Yang, Mingjun; Luu Trong Tuan; Qian, David - In: International journal of contemporary hospitality management 34 (2022) 2, pp. 808-835

Persistent link: https://www.econbiz.de/10013164503

An extended model of employees' service innovation behavior in the airline industry

Lee, Kwang-Ho; Hyun, Sunghyup Sean - In: International journal of contemporary hospitality management 28 (2016) 8, pp. 1622-1648

Persistent link: https://www.econbiz.de/10011613961

The black sheep in hospitality organizations : how and when coworker service sabotage hinders employee service creativity

Lyu, Yijing; Zhu, Hong; Huang, Emily Guohua; Chen, Yuanyi - In: International journal of contemporary hospitality management 36 (2024) 1, pp. 312-328

Persistent link: https://www.econbiz.de/10014483427

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

1
2
3
4
5
6
7
8
9
10
Next
Last