Narrow search
Showing 1 - 10 of 366
Cover Image
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
Cover Image
Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian; Xie, Lishan - In: International journal of hospitality management 114 (2023), pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
Cover Image
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
Cover Image
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
Cover Image
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong; Fan, Alei; Yang, Yang; He, Zeya - In: International journal of hospitality management 101 (2022), pp. 110
Persistent link: https://www.econbiz.de/10013271321
Cover Image
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
Cover Image
Building the sociomateriality of food service
Tuomi, Aarni; Tussyadiah, Iis P. - In: International journal of hospitality management 89 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293756
Cover Image
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo; Liu, Qing; Mattila, Anna S. - In: International journal of hospitality management 82 (2019), pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Cover Image
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
Cover Image
Antecedents of mandatory customer participation in service encounters : an empirical study
Chen, Sandy C.; Raab, Carola; Tanford, Sarah - In: International journal of hospitality management 46 (2015), pp. 65-75
Persistent link: https://www.econbiz.de/10011301996