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The impact of value co-creation on hotel brand equity and customer satisfaction
González-Mansilla, Óscar; Berenguer Contrí, Gloria; … - In: Tourism management : research, policies, practice 75 (2019), pp. 51-65
Persistent link: https://www.econbiz.de/10012063560
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Value co-destruction in hotel services : exploring the misalignment of cognitive scripts among customers and providers
Järvi, Henna; Keränen, Joona; Ritala, Paavo; Vilko, Jyri - In: Tourism management : research, policies, practice 77 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012152098
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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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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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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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The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels
Kim, Taegoo; Kim, Woo Gon; Kim, Hong-Bumm - In: Tourism management : research, policies, practice 30 (2009) 1, pp. 51-62
Persistent link: https://www.econbiz.de/10009523948
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Does love become hate or forgiveness after a double deviation? : the case of hotel loyalty program members
Lee, Jin-soo; Kim, Jungkeun; Hwang, Jinsoo; Cui, Yuanyuan - In: Tourism management : research, policies, practice 84 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012494600
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An online reviews-driven method for the prioritization of improvements in hotel services
Zhang, Chenxi; Xu, Zeshui; Gou, Xunjie; Chen, Shuixia - In: Tourism management : research, policies, practice 87 (2021), pp. 1-13
Persistent link: https://www.econbiz.de/10012648426
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Responding to negative online reviews : the effects of hotel responses on customer inferences of trust and concern
Sparks, Beverley; So, Kevin Kam Fung; Bradley, Graham L. - In: Tourism management : research, policies, practice 53 (2016), pp. 74-85
Persistent link: https://www.econbiz.de/10011440024
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Calculating tourists' customer equity and maximizing the hotel's ROI
Kim, Yumi Park; Boo, Soyoung; Qu, Hailin - In: Tourism management : research, policies, practice 69 (2018), pp. 408-421
Persistent link: https://www.econbiz.de/10011903549