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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve

Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684

Persistent link: https://www.econbiz.de/10011559797

One experience and multiple reviews: the case of upscale US hotels

Torres, Edwin N.; Adler, Howard; Lehto, Xinran; Behnke, Carl - In: Tourism Review 68 (2013) 3, pp. 3-20

improvement in AAA ratings and customer satisfaction and mystery shopping scores. There were also moderate to high correlations … variables: value placed on reviews in TripAdvisor, value placed on social networking, and perceived improvement in consumer …‐generated ratings. Practical implications – The present research revealed two distinct sets of general managers: those who have a strong …

Persistent link: https://www.econbiz.de/10015034321

Other consumers in service encounters : a script theoretical perspective

Miao, Li; Mattila, Anna S.; Mount, Dan - In: International journal of hospitality management 30 (2011) 4, pp. 933-941

Persistent link: https://www.econbiz.de/10009242085

Customer engagement behaviors and hotel responses

Wei, Wei; Miao, Li; Huang, Zhuowei - In: International journal of hospitality management 33 (2013), pp. 316-330

Persistent link: https://www.econbiz.de/10009746352

Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry

Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571

Persistent link: https://www.econbiz.de/10010387391

Customer responses to intercultural communication accommodation strategies in hospitality service encounters

Wang, Chen-Ya; Miao, Li; Aattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 96-104

Persistent link: https://www.econbiz.de/10011413951

Silk and steel : a gendered approach to career and life by upper echelon women executives in the hospitality and tourism industry in China

Fan, Xiangli; Im, Jinyoung; Miao, Li; Tomas, Stacy; … - In: International journal of hospitality management 97 (2021), pp. 1-9

Persistent link: https://www.econbiz.de/10012820037

The interplay between context and concept : theorizing in hospitality and tourism research

Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 45 (2021) 8, pp. 1351-1359

Persistent link: https://www.econbiz.de/10012624190

Triggers and inhibitors of illegitimate customer complaining behavior

(Joy) Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International Journal of Contemporary Hospitality Management 26 (2014) 4, pp. 544-571

Purpose – The study aims to investigate the illegitimate customer complaining behavior (ICCB) in the hospitality industry from the perspective of frontline employees. In particular, this study identified ICCB incidents, ICCB triggering factors and inhibitors in the hospitality industry....

Persistent link: https://www.econbiz.de/10014765140