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Deconstructing service quality and customer satisfaction : challenges and directions for future research
Torres, Edwin N. - In: Journal of hospitality marketing & management 23 (2014) 5/6, pp. 652-677
Persistent link: https://www.econbiz.de/10010402053
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Customer and employee incivility and its causal effects in the hospitality industry
Torres, Edwin N.; Van Niekerk, Mathilda; Orlowski, Marissa - In: Journal of hospitality marketing & management 26 (2017) 1, pp. 48-66
Persistent link: https://www.econbiz.de/10011669662
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Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: International journal of hospitality management 36 (2014), pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
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One experience and multiple reviews : the case of upscale US hotels
Torres, Edwin N.; Adler, Howard; Lehto, Xinran Y.; … - In: Tourism review : the official journal of the AIEST 68 (2013) 3, pp. 3-20
Persistent link: https://www.econbiz.de/10010197675
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Are there gender differences in what drives customer delight?
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: Tourism review : the official journal of the AIEST 69 (2014) 4, pp. 297-309
Persistent link: https://www.econbiz.de/10010479544
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Measuring delightful customer experiences : the validation and testing of a customer delight scale along with its antecedents and effects
Torres, Edwin N.; Zhang, Tingting; Ronzoni, Giulio - In: International journal of hospitality management 87 (2020), pp. 1-17
Persistent link: https://www.econbiz.de/10012241921
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The power of self-service technologies in creating transcendent service experiences : the paradox of extrinsic attributes
Wei, Wei; Torres, Edwin N.; Hua, Nan - In: International journal of contemporary hospitality management 29 (2017) 6, pp. 1599-1618
Persistent link: https://www.econbiz.de/10011732197
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Do high-quality local institutions shape labour productivity in Western European manufacturing firms?
Ganau, Roberto; Rodríguez-Pose, Andrés - 2019
Persistent link: https://www.econbiz.de/10012153356
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From customer satisfaction to customer delight : creating a new standard of service for the hotel industry
Torres, Edwin N.; Kline, Sheryl - In: International journal of contemporary hospitality management 25 (2013) 5, pp. 642-659
Persistent link: https://www.econbiz.de/10009774270
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Is this time different? : how Industry 4.0 affects firms' labor productivity
Bettiol, Marco; Capestro, Mauro; Di Maria, Eleonora; … - In: Small business economics : an international journal 62 (2024) 4, pp. 1449-1467
Persistent link: https://www.econbiz.de/10014632937