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A systematic review of AI technology-based service encounters : implications for hospitality and tourism operations
Li, Minglong; Yin, Dexiang; Qiu, Hailian; Bai, Billy - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547997
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The physical appearance of hotel guests : the impact on service providers’ communication and quality of service
Knežević, Mladen; Tomka, Dragica; Bizjak, Boštjan; … - In: International journal of hospitality management 51 (2015), pp. 8-14
Persistent link: https://www.econbiz.de/10011413936
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Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya; Miao, Li; Aattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
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The role of language in the online evaluation of hospitality service encounters : an empirical study
Mariani, Marcello M.; Borghi, Matteo; Kazakov, Sergey - In: International journal of hospitality management 78 (2019), pp. 50-58
Persistent link: https://www.econbiz.de/10012012699
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Service encounter value and online engagement behaviors
Zhang, Tingting; Zhang, Pei; Lu, Lu - In: International journal of hospitality management 85 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012241352
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The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wu, Wann-Yih; Qomariyah, Alfiyatul; Nguyen Thi Truong Sa; … - In: International journal of hospitality management 75 (2018), pp. 48-57
Persistent link: https://www.econbiz.de/10011944943
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Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan; Mattila, Anna S. - In: International journal of hospitality management 33 (2013), pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
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The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu; So, Kevin Kam Fung - In: International journal of hospitality management 111 (2023), pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
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A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world : the role of service robots
Seyitoğlu, Faruk; Ivanov, Stanislav - In: International journal of hospitality management 91 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012389791
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Job crafting and customer service behaviors in the hospitality industry : mediating effect of job passion
Teng, Hsiu-Yu - In: International journal of hospitality management 81 (2019), pp. 34-42
Persistent link: https://www.econbiz.de/10012128314