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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

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

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

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

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

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

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

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

From satisfaction to delight: a model for the hotel industry

Torres, Edwin N.; Kline, Sheryl - In: International Journal of Contemporary Hospitality Management 18 (2006) 4, pp. 290-301

Purpose – This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes. Design/methodology/approach – An extensive review of...

Persistent link: https://www.econbiz.de/10014762767

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

Purpose – The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore...

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