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Measuring delightful customer experiences : the validation and testing of a customer delight scale along with its antecedents and effects

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Sentimental analysis of Facebook reviews : does hospitality matter in senior living?

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Customer service marketing : managing the customer experience

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"This timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and...

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Unpacking AI for hospitality and tourism services : exploring the role of perceived enjoyment on future use intentions

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