Narrow search
Showing 1 - 10 of 10
Cover Image
Consumer delight and outrage : scale development and validation
Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 680-699
Persistent link: https://www.econbiz.de/10011392191
Cover Image
The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang; Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of business research : JBR 118 (2020), pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
Cover Image
Determinants of online service satisfaction and their impacts on behavioural intentions
Zeng, Fue; Hu, Zuohao; Rong, Chen; Yang, Zhilin - In: Total quality management & business excellence : an … 20 (2009) 9/10, pp. 953-969
Persistent link: https://www.econbiz.de/10003921601
Cover Image
Regret and performance uncertainty in consumer repeat choice
Rong, Chen; Jia, Jianmin - In: Marketing letters : a journal of research in marketing 23 (2012) 1, pp. 353-365
Persistent link: https://www.econbiz.de/10009530696
Cover Image
Exploring the relationship between servicescape, place attachment, and intention to recommend accommodations marketed through sharing economy platforms
Xu, Xiaowei; Gursoy, Dogan - In: Journal of travel and tourism marketing 37 (2020) 4, pp. 429-446
Persistent link: https://www.econbiz.de/10012289346
Cover Image
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an; Liu, Juan; Cai, Ruiying - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Cover Image
Treat for affection? : customers' differentiated responses to pro-customer deviance
Hu, JiaJing; Ma, Xiuli; Xu, Xiaowei; Liu, Yan - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366136
Cover Image
Visiting natural disaster sites as transformational experiences
Wang, Jinwei; Xu, Xiaowen; Lu, Guangjuan; Wang, Xin; … - In: Tourism review 78 (2023) 3, pp. 927-948
Persistent link: https://www.econbiz.de/10014301946
Cover Image
Does pro-customer behavior always do the trick? : an investigation of pro-customer deviance
Ma, Xiuli; Xu, Xiaowei; Hu, JiaJing - In: International journal of hospitality management 114 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014439937
Cover Image
Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an; Wen, Najuan; Liu, Juan - In: Tourism review 79 (2024) 5, pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402