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An investigation of underlying dimensions of customers' perceptions of a safe hotel in the COVID-19 era : effects of those perceptions on hotel selection behavior

Atadil, Hilmi A.; Lu, Qiulin - In: Journal of hospitality marketing & management 30 (2021) 6, pp. 655-672

Persistent link: https://www.econbiz.de/10012596498

Influence of empathy on hotel guests' emotional service experience

Umasuthan, Hamsanandini; Park, Oun-Joung; Ryu, Jong-Hyun - In: The journal of services marketing 31 (2017) 6, pp. 618-635

Persistent link: https://www.econbiz.de/10011801636

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

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

Using hotel reviews to assess hotel frontline employees' roles and performances

Hu, Feng; Trivedi, Rohit; Teichert, Thorsten - In: International journal of contemporary hospitality management 34 (2022) 5, pp. 1796-1822

Persistent link: https://www.econbiz.de/10013412103

How does customer cooperation affect employees' prosocial service behavior in upscale Chinese hotels? : an affective social exchange perspective

Wang, Ying; Zhang, Yun; Xu, Feng Zeng - In: International journal of contemporary hospitality management 34 (2022) 6, pp. 2071-2091

Persistent link: https://www.econbiz.de/10013412530

Exploring relevant factors influencing guests' satisfaction : case study - 4* and 5* hotels in Mamaia Resort

Negrușa, Adina Letiția; Chifu, Ioan Cristian; Bode, … - In: Remodelling Businesses for Sustainable Development : …, (pp. 85-101). 2023

Persistent link: https://www.econbiz.de/10013536144

Extra-role service under pressure in the hospitality industry : the role of mindfulness

Rescalvo-Martin, Elisa; Gutierrez, Leopoldo; … - In: Tourism management perspectives : TMP 44 (2022), pp. 1-16

Persistent link: https://www.econbiz.de/10013494151

The effect of hotel employee resilience during COVID-19 : the moderation role of perceived risk and challenge stressors

Xie, Chaowu; Zhang, Jiangchi; Chen, Yanying; Morrison, … - In: Tourism management perspectives : TMP 46 (2023), pp. 1-14

Persistent link: https://www.econbiz.de/10014310307

The strategic decision to internationalize within soft services : the context of hotels

Papaioannou, Michail - In: Global strategic management in the service industry : a …, (pp. 57-79). 2022

Persistent link: https://www.econbiz.de/10014276866