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Not all smiles are created equal : investigating the effects of display authenticity and service relationship on customer tipping behavior

Bujisic, Milos; Wu, Luorong; Mattila, Anna; Bilgihan, Anil - In: International journal of contemporary hospitality management 26 (2014) 2, pp. 293-306

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The impact of power on service customers’ willingness to post online reviews

Wu, Luorong; Mattila, Anna S.; Wang, Chen-Ya; Hanks, Lydia - In: Journal of service research : JSR 19 (2016) 2, pp. 224-238

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Investigating the impact of surprise rewards on consumer responses

Wu, Luorong; Mattila, Anna S.; Hanks, Lydia - In: International journal of hospitality management 50 (2015), pp. 27-35

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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

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Transformative hospitality services : a conceptualization and development of organizational dimensions

Gallan, Andrew S.; Kabadayi, Sertan; Ali, Faizan; … - In: Journal of business research : JBR 134 (2021), pp. 171-183

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Hospitality aesthetic labor management : consumers' and prospective employees' perspectives of hospitality brands

Wu, Luorong; King, Ceridwyn A.; Lu, Lu; Guchait, Priyanko - In: International journal of hospitality management 87 (2020), pp. 1-11

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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

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A double whammy effect of ethnicity and gender on consumer responses to management level service failures

Wu, Luorong; Han, Rachel; Mattila, Anna S. - In: Journal of service management 27 (2016) 3, pp. 339-359

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In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants

Wu, Luorong; He, Zeya; King, Ceridwyn; Mattila, Anna S. - In: International journal of hospitality management 92 (2021), pp. 1-10

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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

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