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Predictors of customer service training in hospitality firms
Butcher, Ken; Sparks, Beverley; McColl-Kennedy, Janet R. - In: International journal of hospitality management 28 (2009) 3, pp. 389-396
Persistent link: https://www.econbiz.de/10003855819
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The managerial implications of an analysis of tourist profiles and international hotel employee service attitude
Kuo, Chun-min - In: International journal of hospitality management 28 (2009) 3, pp. 302-309
Persistent link: https://www.econbiz.de/10003855493
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The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa; Robertson, Nichola - In: International journal of hospitality management 30 (2011) 4, pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
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Editorial: Is empathy essential for high-quality customer service?
Pizam, Abraham - In: International journal of hospitality management 49 (2015), pp. 149-150
Persistent link: https://www.econbiz.de/10011379971
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Antecedents of mandatory customer participation in service encounters : an empirical study
Chen, Sandy C.; Raab, Carola; Tanford, Sarah - In: International journal of hospitality management 46 (2015), pp. 65-75
Persistent link: https://www.econbiz.de/10011301996
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Service recovery evaluations : GLBT versus hetero customers
Ro, Heejung; Choi, Youngsoo; Olson, Eric - In: International journal of hospitality management 33 (2013), pp. 366-375
Persistent link: https://www.econbiz.de/10009746343
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Who to work for : a South African hotel or resort?
Naude, Miss Rosa; Kruger, Stefan; Saayman, Melville - In: International journal of hospitality management 33 (2013), pp. 331-338
Persistent link: https://www.econbiz.de/10009746350
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Customer engagement behaviors and hotel responses
Wei, Wei; Miao, Li; Huang, Zhuowei - In: International journal of hospitality management 33 (2013), pp. 316-330
Persistent link: https://www.econbiz.de/10009746352
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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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Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa; McDonald, Heath; Vocino, Andrea - In: International journal of hospitality management 33 (2013), pp. 41-50
Persistent link: https://www.econbiz.de/10009746522