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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

Self-regulation and "other consumers" at service encounters : a sociometer perspective

Miao, Li - In: International journal of hospitality management 39 (2014), pp. 122-129

Persistent link: https://www.econbiz.de/10010389398

Customer engagement behaviors and hotel responses

Wei, Wei; Miao, Li; Huang, Zhuowei - In: International journal of hospitality management 33 (2013), pp. 316-330

Persistent link: https://www.econbiz.de/10009746352

Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry

Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571

Persistent link: https://www.econbiz.de/10010387391

Consumer envy during service encounters

Anaya, Gerardo Joel; Miao, Li; Mattila, Anna S.; … - In: The journal of services marketing 30 (2016) 3, pp. 359-372

Persistent link: https://www.econbiz.de/10011524421

Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve

Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684

Persistent link: https://www.econbiz.de/10011559797

Customer responses to intercultural communication accommodation strategies in hospitality service encounters

Wang, Chen-Ya; Miao, Li; Aattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 96-104

Persistent link: https://www.econbiz.de/10011413951

An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes

Kim, Seongseop; Kim, Peter Beomcheol; Kim, Seontaik; … - In: International journal of hospitality management 84 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012146201

Causal relationships between table game players’ perceptions of service quality, perceived winning, and game spending : moderating effects of demographic factors

Jeon, Sang Mi; Magnini, Vincent P.; Kim, Insin; Hyun, … - In: International journal of contemporary hospitality management 25 (2013) 6, pp. 922-944

Persistent link: https://www.econbiz.de/10010125916

Tourist Customer Service Satisfaction : An Encounter Approach

Noe, Francis P - 2010 - 1st ed.

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books...

Persistent link: https://www.econbiz.de/10012686437