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Customer anger and incentives for quality provision
Heyes, Anthony; Kapur, Sandeep - 2012
Persistent link: https://www.econbiz.de/10009670844
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Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
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Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Olk, Stephan; Lindenmeier, Jörg; Tscheulin, Dieter K.; … - In: Journal of retailing and consumer services 58 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012431572
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A study on the analysis of customer expectation for service quality in auto agencies
Gayathri, S.; Rajasankar, S. - In: International journal of applied business and economic … 17 (2019) 2, pp. 33-38
Persistent link: https://www.econbiz.de/10012495659
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Quality, emotion, price, and social values in building passenger loyalty : impact of relationship quality (mediator) and in-flight physical environments (moderator)
Han, Heesup; Chua, Bee-Lia; Lee, Sanghyeop; Koo, Bonhak - In: Journal of travel and tourism marketing 38 (2021) 2, pp. 123-138
Persistent link: https://www.econbiz.de/10012497705
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Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons : the moderating role of pleasure-arousal-dominance emot...
Kampani, Nidhi; Jhamb, Deepika - In: International journal of services, economics and management 12 (2021) 2, pp. 164-184
Persistent link: https://www.econbiz.de/10012613739
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Cultural differences in the customer perception of crowded restaurant : emotion, intolerance and perceived price
Kim, Dae-young; Lee, Kwang-ho - In: International journal of revenue management : IJRM 4 (2010) 3/4, pp. 420-431
Persistent link: https://www.econbiz.de/10008746335
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Perceptual antecedents of voice-to-voice service encounters and their impact on future purchase intentions : evidence from a South Asian country
Buddhika, S. A. - In: Journal of customer behaviour 13 (2014) 1, pp. 43-55
Persistent link: https://www.econbiz.de/10010384229
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Effect of consumption emotion on hotel and resort spa experience
Lo, Ada S.; Wu, Corrine - In: Journal of travel and tourism marketing 31 (2014) 7/8, pp. 958-984
Persistent link: https://www.econbiz.de/10010469197
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When does customer CSR perception lead to customer extra-role behaviors? : the roles of customer spirituality and emotional brand attachment
Hur, Won-Moo; Moon, Tae Won; Kim, Hanna - In: The journal of asset management 27 (2020) 4, pp. 421-437
Persistent link: https://www.econbiz.de/10012298813