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The effects of experienced customer incivility on employees' behavior toward customers and coworkers
Kim, Haemi; Qu, Hailin - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 1, pp. 58-77
Persistent link: https://www.econbiz.de/10011997136
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An integrative framework to understand how CSR affects customer loyalty through identification, emotions and satisfaction
Pérez, Andrea; Rodríguez del Bosque, Ignacio A. - In: Journal of business ethics : JOBE 129 (2015) 3, pp. 571-584
Persistent link: https://www.econbiz.de/10011295309
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Effect of cognitive engagement on the development of brand love in a hotel context
Shin, Minjung; Back, Ki-Joon - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 2, pp. 328-350
Persistent link: https://www.econbiz.de/10012201358
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Enhancing employee innovation through customer engagement : the role of customer interactivity, employee affect, and motivations
Xu, Feng Zeng; Wang, Ying - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 2, pp. 351-376
Persistent link: https://www.econbiz.de/10012201367
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How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? : analyzing the roles of empathy, affective commitment, and perceived q...
Markovic, Stefan; Iglesias, Oriol; Singh, Jatinder Jit; … - In: Journal of business ethics : JOBE 148 (2018) 4, pp. 721-740
Persistent link: https://www.econbiz.de/10011844265
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Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.; Kim, Kawon Kathy - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 7, pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
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Organizational virtue and performance : an empirical study of customers and employees
Chun, Rosa - In: Journal of business ethics : JOBE 146 (2017) 4, pp. 869-881
Persistent link: https://www.econbiz.de/10011789555
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Who should apologize when an employee transgresses? : source effects on apology effectiveness
Hill, Krista M.; Boyd, David P. - In: Journal of business ethics : JOBE 130 (2015) 1, pp. 163-170
Persistent link: https://www.econbiz.de/10011312128
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Workplace guanxi : its dispositional antecedents and mediating role in the affectivity-job satisfaction relationship
Qingguo, Zhai; Lindorff, Margaret; Cooper, Brian - In: Journal of business ethics : JOBE 117 (2013) 3, pp. 541-551
Persistent link: https://www.econbiz.de/10010232660
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Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry
Han, Heesup; Back, Ki-joon - In: Journal of hospitality & tourism research : JHTR ; the … 32 (2008) 4, pp. 467-490
Persistent link: https://www.econbiz.de/10003776460