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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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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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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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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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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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Emotional expression by artificial intelligence chatbots to improve customer satisfaction : underlying mechanism and boundary conditions
Zhang, Junbo; Chen, Qi; Lu, Jiandong; Wang, Xiaolei; … - In: Tourism management : research, policies, practice 100 (2024), pp. 1-19
Persistent link: https://www.econbiz.de/10014457628
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Perceived value, satisfaction, and loyalty of TV travel product shopping : involvement as a moderator
Chen, Ching-fu; Tsai, Meng-huan - In: Tourism management : research, policies, practice 29 (2008) 6, pp. 1166-1171
Persistent link: https://www.econbiz.de/10003775895
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Examining the structural relationships of destination image, tourist satisfaction and destination loyalty : an integrated approach
Chi, Christina Geng-Qing; Qu, Hailin - In: Tourism management : research, policies, practice 29 (2008) 4, pp. 624-636
Persistent link: https://www.econbiz.de/10003709940
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Customer co-creation of travel services : the role of company support and customer satisfaction with the co-creation performance
Grissemann, Ursula S.; Sauer, Nicola E. - In: Tourism management : research, policies, practice 33 (2012) 6, pp. 1483-1492
Persistent link: https://www.econbiz.de/10009575997
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Urban destination loyalty drivers and cross-national moderator effects : the case of Barcelona
Forgas-Coll, Santiago; Palau i Saumell, Ramon; … - In: Tourism management : research, policies, practice 33 (2012) 6, pp. 1309-1320
Persistent link: https://www.econbiz.de/10009576036