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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

Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty

Cheng Boon Liat; Shaheen Mansori; Gan, Ching Chuan; … - In: Journal of global marketing 30 (2017) 1, pp. 42-51

Persistent link: https://www.econbiz.de/10011779381

Combined analysis of service expectations and perceptions in lodging industry through quality function deployment

Kurtulmuşiğlu, Feride Bahar; Pakdil, Fatma - In: Total quality management & business excellence : an … 28 (2017) 12, pp. 1393-1413

Persistent link: https://www.econbiz.de/10011781640

From satisfied to memorable : an empirical study of service and experience dimensions on guest outcomes in the hospitality industry

Sipe, Lori J.; Testa, Mark R. - In: Journal of hospitality marketing & management 27 (2018) 2, pp. 178-195

Persistent link: https://www.econbiz.de/10011848342

The effects of emotional intelligence on job satisfaction and customer orientation of hotel employees : moderating effect of value sharing

Lim, JiEun - In: Global business and finance review 22 (2017) 1, pp. 80-90

Persistent link: https://www.econbiz.de/10011849268

The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry

Kim, Sung-Bum; Kim, Dae-Young - In: Asian journal of sustainability and social responsibility 1 (2016) 4, pp. 39-55

The purpose of this study was to test how potential customers' perceptions of a hotel's corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of...

Persistent link: https://www.econbiz.de/10011854657

Perception of service quality in agrotourism accommodations : impact on guest loyalty and revisit intentions

Chatzigeorgiou, Chryssoula; Simeli, Ioanna - In: Journal of Tourism, Heritage & Services Marketing : JTHSM 3 (2017) 1, pp. 33-41

Persistent link: https://www.econbiz.de/10011892701

Hotel shuttle service fails to get the customer to the airport on time

Weerapon Thongma - In: International journal of business and economics 16 (2017) 2, pp. 241-247

Persistent link: https://www.econbiz.de/10011971515

Impact of market orientation on customer performance and financial performance: findings from five-star hotels

Bilgin, Yusuf; Karakaş, Ayhan - In: Globalization, institutions and socio-economic …, (pp. 167-190). 2018

Persistent link: https://www.econbiz.de/10011972487

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