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Touch versus tech in service encounters
Fan, Alei; Mattila, Anna S. - In: The Cornell hospitality quarterly 62 (2021) 4, pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
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Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong; Fan, Alei; Yang, Yang; He, Zeya - In: International journal of hospitality management 101 (2022), pp. 110
Persistent link: https://www.econbiz.de/10013271321
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The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan; DiPietro, Robin B.; Fan, Alei - In: Journal of hospitality marketing & management 29 (2020) 1, pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
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How inspiring! : the impact of repurposed design on customer inspiration and repurchase intention
Wu, Luorong; Fan, Alei; Wang, Peihao - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 4, pp. 639-656
Persistent link: https://www.econbiz.de/10014633668