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The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction
Xu, Xun; Liu, Wenhui; Gursoy, Dogan - In: Journal of travel research : a quarterly publication of … 58 (2019) 6, pp. 1034-1051
Persistent link: https://www.econbiz.de/10012050714
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Asymmetrical influences of service robots' perceived performance on overall customer satisfaction : an empirical investigation leveraging online reviews
Borghi, Matteo; Mariani, Marcello M. - In: Journal of travel research : a quarterly publication of … 63 (2024) 5, pp. 1086-1111
Persistent link: https://www.econbiz.de/10014582437
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Flying to quality : cultural influences on online reviews
Stamolampros, Panagiotis; Korfiatis, Nikolaos; … - In: Journal of travel research : a quarterly publication of … 58 (2019) 3, pp. 496-511
Persistent link: https://www.econbiz.de/10011983334
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Do satisfied tourists really intend to come back? : three concerns with empirical studies of the link between satisfaction and behavioral intention
Dolnicar, Sara; Coltman, Tim; Sharma, Rajeev - In: Journal of travel research : a quarterly publication of … 54 (2015) 2, pp. 152-178
Persistent link: https://www.econbiz.de/10010484825
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First-time versus repeat tourism customer engagement, experience, and value cocreation : an empirical investigation
Rather, Raouf Ahmad; Hollebeek, Linda D.; Mostafa … - In: Journal of travel research : a quarterly publication of … 61 (2022) 3, pp. 549-564
Persistent link: https://www.econbiz.de/10012880242
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Understanding the influence of airport servicescape on traveler dissatisfaction and misbehavior
Taheri, Babak; Olya, Hossein; Ali, Faizan; Gannon, … - In: Journal of travel research : a quarterly publication of … 59 (2020) 6, pp. 1008-1028
Persistent link: https://www.econbiz.de/10012231771
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The impact of customer experience on relationship quality with travel agencies in a multichannel environment
Rajaobelina, Lova - In: Journal of travel research : a quarterly publication of … 57 (2018) 2, pp. 206-217
Persistent link: https://www.econbiz.de/10011915362
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Bad intentions : customers' negative reactions to intentional failures and mitigating conditions
Nazifi, Amin; Roschk, Holger; Ordenes, Francisco Villarroel - In: Journal of travel research : a quarterly publication of … 61 (2022) 8, pp. 1808-1827
Persistent link: https://www.econbiz.de/10013391013
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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Measuring quality of information services : combining mystery shopping and customer satisfaction research to assess the performance of tourist offices
Minghetti, Valeria; Celotto, Emilio - In: Journal of travel research : a quarterly publication of … 53 (2014) 5, pp. 565-580
Persistent link: https://www.econbiz.de/10010400560