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The effects of customer voice on hotel performance
Assaf, A. Georges; Josiassen, Alexander; Cvelbar, … - In: International journal of hospitality management 44 (2015), pp. 77-83
Persistent link: https://www.econbiz.de/10010501234
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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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Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam; Jung, Jae Min; Ryu, Kisang - In: International journal of hospitality management 96 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
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Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey; Lai, Pei-Chun - In: International journal of hospitality management 91 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
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Opportunistic customer complaining : causes, consequences, and managerial alternatives
Baker, Melissa A.; Magnini, Vincent P.; Perdue, Richard R. - In: International journal of hospitality management 31 (2012) 1, pp. 295-303
Persistent link: https://www.econbiz.de/10009406128
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Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context
Jahandideh, Behrouz; Golmohammadi, Alireza; Meng, Fang; … - In: International journal of hospitality management 41 (2014), pp. 67-76
Persistent link: https://www.econbiz.de/10010403087
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Who gets to decide your complaint intentions? : the influence of other companions on reaction to service failures
Huang, Molly Chien-jung; Wu, Homer C.; Chuang, Shih-chieh; … - In: International journal of hospitality management 37 (2014), pp. 180-189
Persistent link: https://www.econbiz.de/10010354183
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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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The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin; Sparks, Beverley; Hsu, Cathy H. C. - In: International journal of hospitality management 56 (2016), pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
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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