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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

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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)

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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry

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Investigating the wellness tourism factors in hot spring hotel customer service

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Causal relationships between table game players’ perceptions of service quality, perceived winning, and game spending : moderating effects of demographic factors

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Does standardized service fit all? : novel service encounter in frontline employee-customer interface

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The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry

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Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

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