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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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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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Does customer incivility undermine employees' service performance?
Cheng, Bao; Dong, Yun; Zhou, Xing; Guo, Gongxing; Peng, Yan - In: International journal of hospitality management 89 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
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Do ISO 9001-certified hotels get a higher customer rating than non-certified ones?
Heras-Saizarbitoria, Iñaki; Arana, German; Boiral, Olivier - In: International journal of hospitality management 51 (2015), pp. 138-146
Persistent link: https://www.econbiz.de/10011413956
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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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Why do customers switch? : more satiated or less satisfied
Park, Jeong-yeol; Jang, Soocheong - In: International journal of hospitality management 37 (2014), pp. 159-170
Persistent link: https://www.econbiz.de/10010354187
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Linking AI quality performance and customer engagement : the moderating effect of AI preference
Prentice, Catherine; Weaven, Scott; Wong, IpKin Anthony - In: International journal of hospitality management 90 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012300149
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Food delivery application quality in customer brand loyalty formation : identifying its antecedent and outcomes
Lee, Soyeun Olivia; Han, Heesup - In: International journal of hospitality management 107 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10014227210