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An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly; Slevitch, Lisa - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
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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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How sincere is an apology? : recovery satisfaction in a robot service failure context
Hu, Yaou; Min, Hyounae; Su, Na - In: Journal of hospitality & tourism research : JHTR ; the … 45 (2021) 6, pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
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How the employee looks and looks at you : building customer-employee rapport
Kim, Kawon Kathy; Baker, Melissa A. - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 1, pp. 20-40
Persistent link: https://www.econbiz.de/10011997127
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Psychological capital in the quick service restaurant industry : a study of unit-level performance
Mathe, Kimberly; Scott-Halsell, Sheila; Kim, Seontaik; … - In: Journal of hospitality & tourism research : JHTR ; the … 41 (2017) 7, pp. 823-845
Persistent link: https://www.econbiz.de/10011746976
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The role of cultural differences in customer retention : evidence from the high-contact service industry
Fam, Kim Shyan; Boon Liat Cheng; Cham Tat Huei; Yi, … - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 1, pp. 257-288
Persistent link: https://www.econbiz.de/10014230003
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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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What's wrong with different empowerment? : the effect of differentiated empowering leadership on employee proactive service
Dong, Yanan; Zhao, Xinyuan; Yuan, Yuan; Dong, Huijuan; … - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 7, pp. 1187-1214
Persistent link: https://www.econbiz.de/10014366188
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Relationships among customer satisfaction, delight, and loyalty in the hospitality industry
Kim, Mi Ran; Vogt, Christine; Knutson, Bonnie J. - In: Journal of hospitality & tourism research : JHTR ; the … 39 (2015) 2, pp. 170-197
Persistent link: https://www.econbiz.de/10011282980