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The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin; Palmeira, Mauricio; Ma, Junzhao; … - In: Journal of hospitality marketing & management 26 (2017) 8, pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
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Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol; Gazzoli, Gabriel; Qu, Halin; Kim, … - In: Journal of hospitality marketing & management 25 (2016) 3/4, pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
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Employee attractiveness and customers' service failure perceptions
Villi, Bilge; Koc, Erdogan - In: Journal of hospitality marketing & management 27 (2018) 1, pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
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Retail and service encounters : the inter-cultural tourist experience
Hartman, Katherine B.; Meyer, Tracy; Scribner, Lisa L. - In: Journal of hospitality marketing & management 18 (2009) 2/3, pp. 197-215
Persistent link: https://www.econbiz.de/10003842903
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Emotion regulation at service encounters : coping with the behavior of other customers
Miao, Li - In: Journal of hospitality marketing & management 23 (2014) 1/2, pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
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The antecedents and consequences of customer hedonism in hospitality services
Lim, Weng Marc - In: Journal of hospitality marketing & management 23 (2014) 5/6, pp. 626-651
Persistent link: https://www.econbiz.de/10010402055
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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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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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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
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Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon; Ramkissoon, Haywantee - In: Journal of hospitality marketing & management 31 (2022) 6, pp. 757-775
Persistent link: https://www.econbiz.de/10013327890