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Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
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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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Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin; Tojib, Dewi; Tsarenko, Yelena - In: International journal of hospitality management 87 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
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Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey; Guchait, Priyanko; Madera, Juan M. - In: International journal of hospitality management 89 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
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It takes two to empower : customer responses to empowerment recovery in the context of robot service failure
Yu, Jing; Liu, Xiaoming; He, Mang; Huang, Liman (Mandy); … - In: International journal of hospitality management 120 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015071094
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Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Sheng, Xiaojing; Murray, Ross; Ketron, Seth C.; Felix, Reto - In: International journal of hospitality management 119 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
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When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin - In: International journal of hospitality management 85 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
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The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo; Geng, Ruoqi; Hong, Zhisheng; Song, Wenhao; … - In: International journal of hospitality management 88 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
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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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Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu; So, Kevin Kam Fung; Mihalik, Brian J. - In: International journal of hospitality management 100 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10013266162