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Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
Noone, Breffni M.; Kimes, Sheryl E.; Mattila, Anna S.; … - In: Journal of service management 20 (2009) 3/4, pp. 380-403
Persistent link: https://www.econbiz.de/10008374469
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Consumer reaction to crowding for extended service encounters
Noone, Breffni M.; Mattila, Anna S. - In: Managing service quality : MSQ ; an international journal 19 (2009) 1, pp. 31-41
Persistent link: https://www.econbiz.de/10008170265
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Examining the application of six sigma in the service exchange
Noone, Breffni M.; Namasivayam, Karthik; Tomlinson, … - In: Managing service quality : MSQ ; an international journal 20 (2010) 3, pp. 273-294
Persistent link: https://www.econbiz.de/10008408523
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Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation
Noone, Breffni M.; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 2, pp. 247-268
Persistent link: https://www.econbiz.de/10009880429
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Hotel overbooking : the effect of overcompensation on customers’ reactions to denied service
Noone, Breffni M.; Lee, Chung Hun - In: Journal of hospitality & tourism research : JHTR ; the … 35 (2011) 3, pp. 334-357
Persistent link: https://www.econbiz.de/10009880463
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Overcompensating for severe service failure: perceived fairness and effect on negative word-of-mouth intent
Noone, Breffni M. - In: The journal of services marketing 26 (2012) 5, pp. 342-352
Persistent link: https://www.econbiz.de/10009998317