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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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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
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Construction and validation of the customer participation scale
Chen, Sandy C.; Raab, Carola - In: Journal of hospitality & tourism research : JHTR ; the … 41 (2017) 2, pp. 131-153
Persistent link: https://www.econbiz.de/10011645595
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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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Examining the relevance of online customer textual reviews on hotels' product and service attributes
Xu, Xun - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 1, pp. 141-163
Persistent link: https://www.econbiz.de/10011997154
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Is a robot barista better than a human barista? : a moderating role of type of service providers
Hwang, Jinsoo; Kim, Jinkyung Jenny; Choe, Ja Young; … - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 6, pp. 1035-1050
Persistent link: https://www.econbiz.de/10014633831
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Socially responsible customers and the evaluation of service quality
Wattanakamolchai, Somyot; Singal, Manisha; Murrmann, … - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 715-738
Persistent link: https://www.econbiz.de/10011559820
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The impact of restaurant innovativeness on consumer loyalty : the mediating role of perceived quality
Kim, Eojina; Nicolau, Juan L.; Tang, Liang - In: Journal of hospitality & tourism research : JHTR ; the … 45 (2021) 8, pp. 1464-1488
Persistent link: https://www.econbiz.de/10012624208
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The effect of tourist relationship perception on destination loyalty at a world heritage site in China : the mediating role of overall destination satisfaction and trust
Su, LuJun; Hsu, Maxwell K.; Swanson, Scott - In: Journal of hospitality & tourism research : JHTR ; the … 41 (2017) 2, pp. 180-210
Persistent link: https://www.econbiz.de/10011645607