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Affect versus cognition in the chain from perceived quality to customer loyalty : the roles of product beliefs and experience
Frank, Björn; Torrico, Boris Herbas; Enkawa, Takao; … - In: Journal of retailing 90 (2014) 4, pp. 567-586
Persistent link: https://www.econbiz.de/10010473263
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Influencing factors of patient satisfaction in teleconsultation : a cross-sectional study
Lu, Wei; Hou, Hongli; Ma, Rui; Chen, Haotian; Zhang, Ran; … - In: Technological forecasting & social change : an … 168 (2021), pp. 1-13
Persistent link: https://www.econbiz.de/10012802623
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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
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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan; Rokonuzzaman, Md - In: Journal of retailing and consumer services 62 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
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Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna; Prashar, Sanjeev; Tata, Sai Vijay - In: Service business 15 (2021) 4, pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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"Touching" services : tangible objects create an emotional connection to services even before their first use
Nägele, Nora; Walter, Benjamin von; Scharfenberger, Philipp - In: Business research 13 (2020) 2, pp. 741-766
, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which …
Persistent link: https://www.econbiz.de/10012295833
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Emotional labor in hospitality : positive affective displays in service encounters
Li, Jing; Farber Canziani, Bonnie; Barbieri, Carla - In: Tourism and hospitality research : the surrey quarterly … 18 (2018) 2, pp. 242-253
Persistent link: https://www.econbiz.de/10011846887
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Understanding nature of empathy through the lens of service encounter : a phenomenological study on FLE's
Sony, Michael; Mekoth, Nandakumar; Terisa, K. K. - In: International journal of productivity and quality … 23 (2018) 1, pp. 55-73
Persistent link: https://www.econbiz.de/10011861040
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Halal-friendly hotels : impact of halal-friendly attributes on guest purchase behaviors in the Thailand hotel industry
Jeaheng, Yoksamon; Al-Ansi, Amr; Han, Heesup - In: Journal of travel and tourism marketing 36 (2019) 6, pp. 729-746
Persistent link: https://www.econbiz.de/10012179463