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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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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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A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists : the case of Hong Kong
Wu, Hung-Che; Cheng, Ching-Chan; Ai, Chi-Han - In: Tourism management : research, policies, practice 66 (2018), pp. 200-220
Persistent link: https://www.econbiz.de/10011814677
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An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong
Lloyd, Alison E.; Yip, Leslie S. C.; Luk, Sherriff T. K. - In: Tourism management : research, policies, practice 32 (2011) 3, pp. 520-533
Persistent link: https://www.econbiz.de/10008907745
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The trickle-down effect of servant leadership on frontline employee service behaviors and performance : a multilevel study of Chinese hotels
Ling, Qian; Lin, Meizhen; Wu, Xiaoyi - In: Tourism management : research, policies, practice 52 (2016), pp. 341-368
Persistent link: https://www.econbiz.de/10011418435
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The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance
Piccoli, Gabriele; Lui, Tsz-Wai; Grün, Bettina - In: Tourism management : research, policies, practice 59 (2017), pp. 349-362
Persistent link: https://www.econbiz.de/10011642837
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Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style
Boukis, Achilleas; Koritos, Christos; Daunt, Kate L.; … - In: Tourism management : research, policies, practice 77 (2020), pp. 1-14
Persistent link: https://www.econbiz.de/10012151947
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Driving employees to serve customers beyond their roles in the Vietnamese hospitality industry : the roles of paternalistic leadership and discretionary HR practices
Luu Trong Tuan - In: Tourism management : research, policies, practice 69 (2018), pp. 132-144
Persistent link: https://www.econbiz.de/10011903424
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Do airline self-service check-in kiosks meet the needs of passengers?
Chang, Hsin-Li; Yang, Cheng-Hua - In: Tourism management : research, policies, practice 29 (2008) 5, pp. 980-993
Persistent link: https://www.econbiz.de/10003750825
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Motivation of travel agents' customer service behavior and organizational citizenship behavior : the role of leader-member exchange and internal marketing orientation
Chow, Cheris W. C.; Lai, Jennifer Y. M.; Loi, Raymond - In: Tourism management : research, policies, practice 48 (2015), pp. 362-369
Persistent link: https://www.econbiz.de/10010508380