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As organizations gradually recognize that enhanced customer satisfaction leads to better customer retention and profitability, the economic value of customers has been increasingly studied in various industries and individual companies in the past decade (e.g., Goodman, Ward, & Yanovsky, 1998;...

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The effectiveness of a brand call-center in revenue recovery FOr HospITALITY FIRMS

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Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance

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Pricing for hotel revenue management : evolution in an era of price transparency

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Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation

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Examining the application of six sigma in the service exchange

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Consumer reaction to crowding for extended service encounters

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Strategic price positioning for revenue management : the effects of relative price position and fluctuation on performance

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