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Factors affecting customer behavior in telecommunication industry

Rahmoun, Mbarek - 2020

Persistent link: https://www.econbiz.de/10012211403

Kunden fürs Leben : so schaffen Dienstleister Premium-Service mit den Prinzipien der The Ritz-Carlton Hotel Company

Michelli, Joseph - 2009

Persistent link: https://www.econbiz.de/10003788282

Critical antecedents to service recovery performance : some evidence and implications for service industry

Daskin, Mustafa; Yilmaz, Ozgur Devrim - In: International journal of management practice : IJMP 8 (2015) 1, pp. 70-97

Persistent link: https://www.econbiz.de/10011377136

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

The physical appearance of hotel guests : the impact on service providers’ communication and quality of service

Knežević, Mladen; Tomka, Dragica; Bizjak, Boštjan; … - In: International journal of hospitality management 51 (2015), pp. 8-14

Persistent link: https://www.econbiz.de/10011413936

The effects of service climate and internal service quality on frontline hotel employees' service-oriented behaviors

Lin, Meizhen; Ling, Qian; Liu, Yanling; Hu, Rong - In: International journal of hospitality management 97 (2021), pp. 1-10

Persistent link: https://www.econbiz.de/10012820015

The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance

Piccoli, Gabriele; Lui, Tsz-Wai; Grün, Bettina - In: Tourism management : research, policies, practice 59 (2017), pp. 349-362

Persistent link: https://www.econbiz.de/10011642837

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

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

A Study of the Impact of Frontline Employee Traits on Service Quality and Customer Satisfaction in UK Hotels

Sarkey, Augustina; Turkson, Anthony; Ansah, James - 2013

This study examines the impact of front line personality traits on customer satisfaction in hotels in the UK. The literature review, which is the secondary data, serves as a basis for this study and it is made up of two parts: Review of the hotel industry in UK, the relationship between generic...

Persistent link: https://www.econbiz.de/10014156768