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The role of contingent self-esteem and trust in consumer satisfaction : examining perceived control and fairness as predictors
Namasivayam, Karthik; Guchait, Priyanko - In: International journal of hospitality management 33 (2013), pp. 184-195
Persistent link: https://www.econbiz.de/10009746396
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A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong; Jang, Soocheong - In: International journal of hospitality management 41 (2014), pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
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Perceived supervisor and co-worker support for error management : impact on perceived psychological safety and service recovery performance
Guchait, Priyanko; Paşamehmetoğlu, Ayşın; Dawson, Mary - In: International journal of hospitality management 41 (2014), pp. 28-37
Persistent link: https://www.econbiz.de/10010403128
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The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong; Jang, Soocheong - In: International journal of hospitality management 40 (2014), pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
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How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo; Khoo-Lattimore, Catheryn; Huey Chern Boo - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
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Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C; Sreejesh, S.; Paul, Justin - In: International journal of hospitality management 96 (2021), pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
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Automated, human, or semi-automated service in restaurants? : an investigation of technology-enabled service designs and customer attribution
Park, Soona; Lehto, Xinran Y. - In: International journal of hospitality management 104 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013255930
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Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong; Fan, Alei; Yang, Yang; He, Zeya - In: International journal of hospitality management 101 (2022), pp. 110
Persistent link: https://www.econbiz.de/10013271321
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Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu; Mody, Makarand Amrish; Andajigarmaroudi, Saeed - In: International journal of hospitality management 87 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
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Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail; Joireman, Jeff; Kim, Shinhye - In: International journal of hospitality management 82 (2019), pp. 91-100
Persistent link: https://www.econbiz.de/10012121396