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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
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Customer citizenship as a reaction to hotel's fair treatment of staff : service satisfaction as a mediator
Zoghbi-Manrique-de-Lara, Pablo; Suárez-Acosta, Miguel A.; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 190-203
Persistent link: https://www.econbiz.de/10011711584
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Tourist motivation and place attachment : the mediating effects of service interactions with hotel employees
Prayag, Girish; Lee, Craig - In: Journal of travel and tourism marketing 36 (2019) 1, pp. 90-106
Persistent link: https://www.econbiz.de/10012179368
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Influence of empathy on hotel guests' emotional service experience
Umasuthan, Hamsanandini; Park, Oun-Joung; Ryu, Jong-Hyun - In: The journal of services marketing 31 (2017) 6, pp. 618-635
Persistent link: https://www.econbiz.de/10011801636
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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar; Fandos-Herrera, Carmina; Flavián … - In: International journal of contemporary hospitality management 27 (2015) 2, pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
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Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: International journal of hospitality management 36 (2014), pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
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Don't bug me! : service recovery for cockroach sighting in hotel food services
Shih, Hui-Wen; Chen, Po-Ju - In: International journal of business and economics 16 (2017) 3, pp. 295-301
Persistent link: https://www.econbiz.de/10011973060
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'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw; Chuah, Stephanie Hui-wen; Fazli, S. … - In: International journal of services, economics and management 13 (2022) 3, pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
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Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas; Nylander, Beatrice; Molin, Jonas; … - In: Journal of service theory and practice 32 (2022) 7, pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
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Complaint management in hospitality organizations : the role of empowerment and other service recovery attributes impacting loyalty and satisfaction
Ogbeide, Godwin-Charles A.; Böser, Stefanie; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 204-216
Persistent link: https://www.econbiz.de/10011711563