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~person:"Ilmakunnas, Pekka"
~person:"Torres, Edwin N."
~subject:"Customer satisfaction"
~subject:"Customer service"
~subject:"Manufacturing industries"
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Ilmakunnas, Pekka
Torres, Edwin N.
Han, Heesup
28
Antony, Jiju
24
Ahuja, Inderpreet Singh
19
Wagner, Joachim
17
Broadberry, Stephen N.
12
Devadasan, S. R.
12
Garza-Reyes, Jose Arturo
12
Shahin, Arash
12
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11
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10
Singh, Kanwarpreet
10
Ark, Bart van
9
Houseman, Susan N.
9
Atack, Jeremy
8
Carlsson, Mikael
8
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8
Fredendall, Lawrence D.
8
Harwinder Singh
8
Kumar, Vikas
8
Lee, Jin-soo
8
Rodrik, Dani
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Timmer, Marcel
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7
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7
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He, Zhen
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ECONIS (ZBW)
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1
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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
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
Saved in:
7
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
Saved in:
8
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
Saved in:
9
Aging, labor turnover and firm performance
Ilmakunnas, Pekka
(
contributor
);
Maliranta, Mika
(
contributor
)
-
2007
Persistent link: https://www.econbiz.de/10003456031
Saved in:
10
Aging, labor turnover and firm performance
Ilmakunnas, Pekka
(
contributor
);
Maliranta, Mika
(
contributor
)
-
2007
Persistent link: https://www.econbiz.de/10003460336
Saved in:
1
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