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Service failures and recovery in hospitality and tourism : a review of literature and recommendations for future research
Koc, Erdogan - In: Journal of hospitality marketing & management 28 (2019) 5, pp. 513-537
Persistent link: https://www.econbiz.de/10012176674
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Power distance and its implications for upward communication and empowerment : crisis management and recovery in hospitality services
Koc, Erdogan - In: The international journal of human resource management 24 (2013) 19, pp. 3681-3696
Persistent link: https://www.econbiz.de/10010198665
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The influence of customer participation on service failure perceptions
Koc, Erdogan; Ulukoy, Metin; Kilic, Recep; Yumusak, Sedat; … - In: Total quality management & business excellence : an … 28 (2017) 3/4, pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
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Employee attractiveness and customers' service failure perceptions
Villi, Bilge; Koc, Erdogan - In: Journal of hospitality marketing & management 27 (2018) 1, pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
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The influence of colour of lighting on customers' waiting time perceptions
Bilgili, Bilsen; Ozkul, Emrah; Koc, Erdogan - In: Total quality management & business excellence 31 (2020) 10, pp. 1098-1111
Persistent link: https://www.econbiz.de/10012256693
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Service quality, emotion recognition, emotional intelligence and Dunning Kruger syndrome
Boz, Hakan; Koc, Erdogan - In: Total quality management & business excellence 32 (2021) 11, pp. 1201-1214
Persistent link: https://www.econbiz.de/10012607237
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An overview of tourism and hospitality scales : discussion and recommendations
Koc, Erdogan; Ayyildiz, Ahu Yazici - In: Journal of hospitality and tourism insights 5 (2022) 5, pp. 927-949
Persistent link: https://www.econbiz.de/10013483073