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Validating the Customer Satisfaction Survey (CSS) Scale in the Australian fast food industry

Phau, Ian; Ferguson, Graham - In: Australasian marketing journal 21 (2013) 3, pp. 147-154

Persistent link: https://www.econbiz.de/10010125800

Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction

Liu, Matthew Tingchi; Yan, Li; Phau, Ian; Pérez, Andrea; … - In: European journal of marketing : EJM 50 (2016) 3/4, pp. 464-487

Persistent link: https://www.econbiz.de/10011574451

Heritage tourism in Singapore Chinatown : a perceived value approach to authenticity and satisfaction

Lee, Sean; Phau, Ian; Hughes, Michael; Li, Yu Feng; … - In: Journal of travel and tourism marketing 33 (2016) 7/9, pp. 981-998

Persistent link: https://www.econbiz.de/10011627397

Comparing student loyalty behavioural intentions across multi entry mode deliveries : an Australian perspective

Quintal, Vanessa; Phau, Ian - In: Australasian marketing journal 24 (2016) 3, pp. 187-197

Persistent link: https://www.econbiz.de/10011596768

Wine tourist engagement with the winescape : scale development and validation

Thomas, Ben; Quintal, Vanessa Ann; Phau, Ian - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 5, pp. 793-828

Persistent link: https://www.econbiz.de/10011912763

Personality attributes of botanic parks and their effects on visitor attitude and behavioural intentions

Quintal, Vanessa Ann; Lwin, Michael; Phau, Ian; Lee, Sean - In: Journal of vacation marketing 25 (2019) 2, pp. 176-192

Persistent link: https://www.econbiz.de/10012165813

Complainers versus non‐complainers retaliatory responses towards service dissatisfactions

Phau, Ian; Baird, Michael - In: Marketing Intelligence & Planning 26 (2008) 6, pp. 587-604

Purpose – The paper aims to investigate the different forms of retaliatory responses towards unsatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non‐complainers. Design/methodology/approach...

Persistent link: https://www.econbiz.de/10014946128

The effect of customer incivility on employees' turnover intention in hospitality industry : a chain mediating effect of emotional exhaustion and job satisfaction

Pu, Bo; Sang, Wenyuan; Ji, Siyu; Hu, JiaJing; Phau, Ian - In: International journal of hospitality management 118 (2024), pp. 1-10

Persistent link: https://www.econbiz.de/10015069323