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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

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

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

The voice of touristis with mobility disabilities : insights from online customer complaint websites

Kim, Song Ee; Lehto, Xinran Y. - In: International journal of contemporary hospitality management 24 (2012) 3, pp. 451-476

Persistent link: https://www.econbiz.de/10009545478

Investigating resort loyalty : impacts of the family life cycle

Choi, Hye Yoon; Lehto, Xinran Y.; Brey, Eric T. - In: Journal of hospitality marketing & management 20 (2011) 1/2, pp. 121-141

Persistent link: https://www.econbiz.de/10008934219

Destination aesthetics and aesthetic distance in tourism experience

Kirillova, Ksenia; Lehto, Xinran Y. - In: Journal of travel and tourism marketing 32 (2015) 7/8, pp. 1051-1068

Persistent link: https://www.econbiz.de/10011409865

Destination restaurants, place attachment, and future destination patronization

Mohamed, Mohamed E.; Kim, Dong Chun; Lehto, Xinran Y.; … - In: Journal of vacation marketing 28 (2022) 1, pp. 20-37

Persistent link: https://www.econbiz.de/10012872441

Automated, human, or semi-automated service in restaurants? : an investigation of technology-enabled service designs and customer attribution

Park, Soona; Lehto, Xinran Y. - In: International journal of hospitality management 104 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10013255930

Emotion regulation at service encounters : coping with the behavior of other customers

Miao, Li - In: Journal of hospitality marketing & management 23 (2014) 1/2, pp. 49-76

Persistent link: https://www.econbiz.de/10010358260

The impact of other customers on customer experiences : a psychological distance perspective

Miao, Li; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 77-99

Persistent link: https://www.econbiz.de/10009772548