Lai, John; S. Lui, Steven; H.Y. Hon, Alice - In: International Journal of Contemporary Hospitality Management 26 (2014) 8, pp. 1341-1363
Purpose – The purpose of this paper is to explore the nature of the novel service encounter with reference to three research questions: first, what kind of creative acts do frontline employees undertake during a novel service encounter? Second, how does the novel service encounter correlate...
