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Understanding hotel employees' service sabotage : emotional labor perspective based on conservation of resources theory
Lee, JungHoon; Ok, Chihyung Michael - In: International journal of hospitality management 36 (2014), pp. 176-187
Persistent link: https://www.econbiz.de/10010239296
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Determinants of collective intelligence quality : comparison between Wiki and Q&A services in English and Korean users
Joo, Jaehun; Normatov, Ismatilla - In: Service business 7 (2013) 4, pp. 687-711
Persistent link: https://www.econbiz.de/10010201130
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The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun; Kim, Min-su; Jeon, Aeeun - In: Service business 7 (2013) 4, pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry
Bharwani, Sonia; Jauhari, Vinnie - In: International journal of contemporary hospitality management 25 (2013) 6, pp. 823-843
Persistent link: https://www.econbiz.de/10010125925
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A socio-cognitive approach to customer adherence in health care
Snell, Lan; White, Lesley; Dagger, Tracey - In: European journal of marketing : EJM 48 (2014) 3/4, pp. 496-521
Persistent link: https://www.econbiz.de/10010371637
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The role of personality characteristics and service failure severity in sonsumer forgiveness and service autcomes
Tsarenko, Yelena; Tojib, Dewi - In: Journal of marketing management : MM 28 (2012) 9/10, pp. 1217-1239
Persistent link: https://www.econbiz.de/10009615184
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An exploratory study of the role of emotional intelligence and self-efficacy on service quality and adherence in a weight loss setting
Snell, Lan; White, Lesley - In: Services marketing quarterly 32 (2011) 3, pp. 228-246
Persistent link: https://www.econbiz.de/10009273283
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The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine; Dominique-Ferreira, Sergio; … - In: Journal of retailing and consumer services 64 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
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Emotional intelligence and caring behaviour in nursing
Rego, Arménio; Godinho, Lucinda; McQueen, Anne; Cunha, … - In: The service industries journal 30 (2010) 9/10, pp. 1419-1437
Persistent link: https://www.econbiz.de/10008661636
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An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile; Gremler, Dwayne D.; De Zanet, Fabrice; … - In: Journal of service management 28 (2017) 1, pp. 85-106
Persistent link: https://www.econbiz.de/10011654988