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Measuring delightful customer experiences : the validation and testing of a customer delight scale along with its antecedents and effects
Torres, Edwin N.; Zhang, Tingting; Ronzoni, Giulio - In: International journal of hospitality management 87 (2020), pp. 1-17
Persistent link: https://www.econbiz.de/10012241921
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The managerial implications of an analysis of tourist profiles and international hotel employee service attitude
Kuo, Chun-min - In: International journal of hospitality management 28 (2009) 3, pp. 302-309
Persistent link: https://www.econbiz.de/10003855493
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Predictors of customer service training in hospitality firms
Butcher, Ken; Sparks, Beverley; McColl-Kennedy, Janet R. - In: International journal of hospitality management 28 (2009) 3, pp. 389-396
Persistent link: https://www.econbiz.de/10003855819
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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
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Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa; McDonald, Heath; Vocino, Andrea - In: International journal of hospitality management 33 (2013), pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
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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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Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels
Chen, Kaung-hwa; Liu, Hsiou-hsiang; Chang, Feng-hsiang - In: International journal of hospitality management 35 (2013), pp. 122-132
Persistent link: https://www.econbiz.de/10010225832
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Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: International journal of hospitality management 36 (2014), pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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Sexual harassment and proactive customer service performance : the roles of job engagement and sensitivity to interpersonal mistreatment
Li, Yan; Chen, Mengyuan; Lyu, Yijing; Qiu, Canhua - In: International journal of hospitality management 54 (2016), pp. 116-126
Persistent link: https://www.econbiz.de/10011474061