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Delighting consumers click by click : antecedents and effects of delight online
Bartl, Christopher; Gouthier, Matthias H. J.; Lenker, Markus - In: Journal of service research : JSR 16 (2013) 3, pp. 386-399
Persistent link: https://www.econbiz.de/10009782120
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Toward a theoretical framework of service experience : perspectives from customer expectation and customer emotion
Hsieh, Yen-Hao; Yuan, Soe-Tsyr Daphne - In: Total quality management & business excellence 32 (2021) 5, pp. 511-527
Persistent link: https://www.econbiz.de/10012440308
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Hotel of the future : exploring the attributes of a smart hotel adopting a mixed-methods approach
Kim, Jinkyung Jenny; Han, Heesup - In: Journal of travel and tourism marketing 37 (2020) 7, pp. 804-822
Persistent link: https://www.econbiz.de/10012415299
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Quality, emotion, price, and social values in building passenger loyalty : impact of relationship quality (mediator) and in-flight physical environments (moderator)
Han, Heesup; Chua, Bee-Lia; Lee, Sanghyeop; Koo, Bonhak - In: Journal of travel and tourism marketing 38 (2021) 2, pp. 123-138
Persistent link: https://www.econbiz.de/10012497705
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Does the nature of airport terminal service activities matter? : processing and non-processing service quality, passenger affective image and satisfaction
Antwi, Collins Opoku; Fan, Chong-jun; Ihnatushchenko, … - In: Journal of air transport management 89 (2020), pp. 1-15
Persistent link: https://www.econbiz.de/10012383788
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The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
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Effect of disruptive customer behaviors on others' overall service experience : an appraisal theory perspective
Cai, Ruiying; Lu, Lu; Gursoy, Dogan - In: Tourism management : research, policies, practice 69 (2018), pp. 330-344
Persistent link: https://www.econbiz.de/10011903532
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How emotional response mediates servicescape impact on post consumption outcomes : an application to opera events
Tubillejas-Andrés, Berta; Cervera-Taulet, Amparo; … - In: Tourism management perspectives : TMP 34 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012238248
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Services gone wrong : investigating cause and affect
Harrison-Walker, L. Jean - In: Journal of customer behaviour 19 (2020) 1, pp. 73-94
Persistent link: https://www.econbiz.de/10012287501
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The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang; Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of business research : JBR 118 (2020), pp. 321-334
Persistent link: https://www.econbiz.de/10012288607