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The impact of mood states and surprise cues on satisfaction
Kim, Kyungmin; Mattila, Anna S. - In: International journal of hospitality management 29 (2010) 3, pp. 432-436
Persistent link: https://www.econbiz.de/10003983146
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How do customers perceive service quality in differently structured fast food restaurants?
Cao, Yang; Kim, Kyungmin - In: Journal of hospitality marketing & management 24 (2015) 1/2, pp. 99-117
Persistent link: https://www.econbiz.de/10010526372
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Error management at different organizational levels : frontline, manager, and company
Guchait, Priyanko; Kim, Kyungmin; Namasivayam, Karthik - In: International journal of hospitality management 31 (2012) 1, pp. 12-22
Persistent link: https://www.econbiz.de/10009406156
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Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Kim, Kyungmin; Mattila, Anna S. - In: The journal of services marketing 27 (2013) 5, pp. 361-370
Persistent link: https://www.econbiz.de/10010127939
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Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon; Baker, Melissa A. - In: Journal of business research : JBR 121 (2020), pp. 604-615
Persistent link: https://www.econbiz.de/10012417381
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Customer satisfaction, service quality, and customer value: years 2000-2015
Oh, Haemoon; Kim, Kawon - In: International journal of contemporary hospitality management 29 (2017) 1, pp. 2-29
Persistent link: https://www.econbiz.de/10011611056
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The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin; Yang, Hyunjoo; Mattila, Anna S. - In: Cornell hospitality quarterly : CQ 59 (2018) 3, pp. 275-284
Persistent link: https://www.econbiz.de/10011912819