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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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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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Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction
Siu, Noel Yee-Man; Zhang, Tracy Jun-feng; Kwan, Ho-yan - In: International journal of hospitality management 43 (2014), pp. 87-97
Persistent link: https://www.econbiz.de/10010427930
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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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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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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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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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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