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Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan; Prybutok, Gayle; Prybutok, Victor R. - In: Quality management journal : QMJ 25 (2018) 3, pp. 112-128
Persistent link: https://www.econbiz.de/10012309493
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Influencing perception of justice to leverage behavioral outcome : a perspective from restaurant service failure setting
Harun, Ahasan; Rokonuzzaman, Md.; Prybutok, Gayle; … - In: Quality management journal : QMJ 25 (2018) 3, pp. 112-128
Persistent link: https://www.econbiz.de/10011976334
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It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos; Bogicevic, Vanja; Parsa, H. G.; … - In: Journal of hospitality & tourism research : JHTR ; the … 43 (2019) 5, pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
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The long-term impact of service failure and recovery
Norvell, Tim; Kumar, Piyush; Dass, Mayukh - In: Cornell hospitality quarterly : CQ 59 (2018) 4, pp. 376-389
Persistent link: https://www.econbiz.de/10011943078
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Complaints and perceptions of failure recovery in buffet restaurants : a link to family communication for adolescent customers
Hsu, Jane Lu; Chiu, Vikki Wei-ting - In: Chinese management studies : CMS 2 (2008) 4, pp. 243-259
Persistent link: https://www.econbiz.de/10003934388
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Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin; Lee, Chung Hun; Mattila, Anna S. - In: Journal of hospitality marketing & management 23 (2014) 7/8, pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
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Exploring the impacts of service guarantee strategy
Lee, Kyuho; Khan, Mahmood A. - In: Journal of travel and tourism marketing 29 (2012) 1/2, pp. 133-146
Persistent link: https://www.econbiz.de/10009537257
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The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong; Jang, Soocheong - In: International journal of hospitality management 40 (2014), pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
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Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Ro, Heejung - In: Journal of hospitality marketing & management 24 (2015) 3/4, pp. 435-456
Persistent link: https://www.econbiz.de/10011292830
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How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo; Khoo-Lattimore, Catheryn; Huey Chern Boo - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547701