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Posttrip behavioral differences between first-time and repeat guests : a two-phase study in a hospitality setting
Kim, Mi Ran; Knutson, Bonnie J.; Vogt, Christine - In: Journal of hospitality marketing & management 23 (2014) 7/8, pp. 722-745
Persistent link: https://www.econbiz.de/10010473498
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Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui; Zhu, Zhenzhong; Chen, Haipeng; Sun, Sijie - In: Journal of hospitality marketing & management 33 (2024) 2, pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
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A silver lining in the COVID-19 cloud : examining customers' value perceptions, willingness to use and pay more for robotic restaurants
Chuah, Stephanie Hui-wen; Eugene Cheng-xi Aw; Cheng, … - In: Journal of hospitality marketing & management 31 (2022) 1, pp. 49-76
Persistent link: https://www.econbiz.de/10012821047
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Improved or decreased? : customer experience with self-service technology versus human service in hotels in China
Liu, Chun; Hung, Kam - In: Journal of hospitality marketing & management 31 (2022) 2, pp. 176-204
Persistent link: https://www.econbiz.de/10012821092
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More is not always better : determinants of choice overload and satisfaction with customization in fast casual restaurants
Park, Soona; Kang, Jiyun - In: Journal of hospitality marketing & management 31 (2022) 2, pp. 205-225
Persistent link: https://www.econbiz.de/10012821093
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Consumer complaining behavior in hospitality management
Tosun, Petek; Sezgin, Selime; Uray, Nimet - In: Journal of hospitality marketing & management 31 (2022) 2, pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
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The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan; DiPietro, Robin B.; Fan, Alei - In: Journal of hospitality marketing & management 29 (2020) 1, pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
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Determinants of hotel guests' service experiences : an examination of differences between lifestyle and traditional hotels
Baek, Jooa; Choe, Yeongbae; Ok, Chihyung - In: Journal of hospitality marketing & management 29 (2020) 1, pp. 88-105
Persistent link: https://www.econbiz.de/10012256119
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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
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Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean; Baker, Melissa A. - In: Journal of hospitality marketing & management 29 (2020) 6, pp. 682-701
Persistent link: https://www.econbiz.de/10012256164