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The customer experience : a ro...
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51
Scipt comparisons during service encounters in fast-food chains
Hsu, Tsuen-ho
;
Chiang, Chu-yin
- In:
Tourism and hospitality research : the surrey quarterly …
11
(
2011
)
1
,
pp. 19-29
Persistent link: https://www.econbiz.de/10008839698
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52
Flow-Erleben bei persönlich erbrachten Dienstleistungen
Tunder, Ralph
;
Irion, Tobias
- In:
Zeitschrift für Management : ZfM
2
(
2007
)
4
,
pp. 353-372
Persistent link: https://www.econbiz.de/10003554085
Saved in:
53
The strategic role of relational capabilities in the business-to-business service profit chain
Theoharakis, Vasilis
;
Sajtos, Laszlo
;
Hooley, Graham J.
- In:
Industrial marketing management : the international …
38
(
2009
)
8
,
pp. 914-924
Persistent link: https://www.econbiz.de/10003924785
Saved in:
54
Programming quality of festivals : conceptualization, measurement, and relation to consequences
Yan, Qi
;
Zhang, Hanqin
;
Li, Mimi
- In:
International journal of contemporary hospitality management
24
(
2012
)
4
,
pp. 653-673
Persistent link: https://www.econbiz.de/10009568741
Saved in:
55
Linking servicescape to customer satisfaction : exploring the role of competitive strategy
Miles, Patti
;
Miles, Grant
;
Cannon, Alan
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 772-795
Persistent link: https://www.econbiz.de/10009572748
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56
Hospitality quality : new directions and new challenges
Crick, Anne P.
;
Spencer, Andrew H.
- In:
International journal of contemporary hospitality management
23
(
2011
)
4
,
pp. 463-478
Persistent link: https://www.econbiz.de/10009266606
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57
Service employee evaluations of customer tips : an expectations-disconfirmation tip gap approach
Saunders, Stephen G.
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 796-812
Persistent link: https://www.econbiz.de/10011392416
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58
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
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59
Service responses to emotional states of business customers
Wang, Yi-chieh
;
Beise-Zee, Rian
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
1
,
pp. 43-61
Persistent link: https://www.econbiz.de/10009770752
Saved in:
60
From customer satisfaction to customer delight : creating a new standard of service for the hotel industry
Torres, Edwin N.
;
Kline, Sheryl
- In:
International journal of contemporary hospitality management
25
(
2013
)
5
,
pp. 642-659
Persistent link: https://www.econbiz.de/10009774270
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