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Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng; Wang, Xingyu; Yu, Heyao; Guchait, Priyanko - In: International journal of hospitality management 79 (2019), pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
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When service failure is interpreted as discrimination : emotion, power, and voice
Min, Hyounae; Kim, Hyun Jeong - In: International journal of hospitality management 82 (2019), pp. 59-67
Persistent link: https://www.econbiz.de/10012121393
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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
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Complaints and resolutions in a peer-to-peer business model
Moon, Hyoungeun; Wei, Wei; Miao, Li - In: International journal of hospitality management 81 (2019), pp. 239-248
Persistent link: https://www.econbiz.de/10012128338
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The Chinese way of response to hospitality service failure : the effects of face and guanxi
Li, Mimi; Qiu, Shangzhi; Liu, Zhaoping - In: International journal of hospitality management 57 (2016), pp. 18-29
Persistent link: https://www.econbiz.de/10011581201
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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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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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Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Li, Chang-Jun; Li, Fuli; Fan, Pan; Chen, Kai - In: International journal of hospitality management 85 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012241438
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What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee; Gao, Yixing; Mattila, Anna S. - In: International journal of hospitality management 87 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
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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