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What do hotel customers complain about? : text analysis using structural topic model
Hu, Nan; Zhang, Ting; Gao, Baojun; Bose, Indranil - In: Tourism management : research, policies, practice 72 (2019), pp. 417-426
Persistent link: https://www.econbiz.de/10011996164
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Online public response to a service failure incident : implications for crisis communications
Su, Lijuan; Stepchenkova, Svetlana; Kirilenko, Andrei - In: Tourism management : research, policies, practice 73 (2019), pp. 1-12
Persistent link: https://www.econbiz.de/10012004627
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Complaining practices on social media in tourism : a value co-creation and co-destruction perspective
Dolan, Rebecca; Seo, Yuri; Kemper, Joya - In: Tourism management : research, policies, practice 73 (2019), pp. 35-45
Persistent link: https://www.econbiz.de/10012004632
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Banding together in a festival context : examining effects of a joint-stakeholder external service recovery
Weber, Karin; Hsu, Cathy H. C. - In: Tourism management : research, policies, practice 83 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012417501
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How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an; Liu, Juan; Cai, Ruiying - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
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Relationship quality matters : how restaurant businesses can optimize complaint management
Meyer-Waarden, Lars; Sabadie, William - In: Tourism management : research, policies, practice 96 (2023), pp. 1-18
Persistent link: https://www.econbiz.de/10013555019
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Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Liu, Hongfei; Jayawardhena, Chanaka; Dibb, Sally; … - In: Tourism management : research, policies, practice 75 (2019), pp. 381-392
Persistent link: https://www.econbiz.de/10012063617
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Too generous to be fair? : experiments on the interplay of what, when, and how in data breach recovery of the hotel industry
Wang, Xuhui; Wang, Xuequn; Liu, Zilong; Chang, Wen; … - In: Tourism management : research, policies, practice 88 (2022), pp. 1-16
Persistent link: https://www.econbiz.de/10013194345
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Dimensions of lodging guest satisfaction among guests with mobility challenges : a mixed-method analysis of web-based texts
Zhang, Ye; Cole, Shu Tian - In: Tourism management : research, policies, practice 53 (2016), pp. 13-27
Persistent link: https://www.econbiz.de/10011439981
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Impact of government policy and environment quality on visitor loyalty to Taiwan music festivals : moderating effects of revisit reason and occupation type
Lee, Yao-Kuei - In: Tourism management : research, policies, practice 53 (2016), pp. 187-196
Persistent link: https://www.econbiz.de/10011440053