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31
Desired privacy and the impact of crowding on customer emotions and approach-avoidance responses : waiting in a virtual reality restaurant
Hwang, Johye
;
Yoon, So-yeon
;
Bendle, Lawrence J.
- In:
International journal of contemporary hospitality management
24
(
2012
)
2
,
pp. 224-250
Persistent link: https://www.econbiz.de/10009544853
Saved in:
32
The effect of managerial practice on employee-perceived service quality : the role of emotional satisfaction
Slåtten, Terje
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
4
,
pp. 431-455
Persistent link: https://www.econbiz.de/10009525075
Saved in:
33
Role emotions in service encounter
Mathur, Meera
;
Jain, Sheenu
- In:
Global journal of business management : GJBM
4
(
2010
)
2
,
pp. 58-66
Persistent link: https://www.econbiz.de/10009267249
Saved in:
34
Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
Saved in:
35
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
36
The role of affect in consumer evaluation of health care services
Ng, Sandy
;
Russell-Bennett, Rebekah
- In:
Health marketing quarterly
32
(
2015
)
1
,
pp. 31-47
Persistent link: https://www.econbiz.de/10011289343
Saved in:
37
Customer responses to integrity issues for travel services in China : a content analysis based on online complaints
Gong, Jin-Hong
;
Xie, Li-Shan
;
Peng, Jia-Min
;
Guan, Xin-Hua
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 199-213
Persistent link: https://www.econbiz.de/10011300098
Saved in:
38
An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
Nikbin, Davoud
;
Hyun, Sunghyup Sean
- In:
Review of managerial science
9
(
2015
)
4
,
pp. 731-749
Persistent link: https://www.econbiz.de/10011346095
Saved in:
39
Investigating the key routes to customers' delightful moments in the hotel context
Lee, Seonjeong
;
Shea, Linda
- In:
Journal of hospitality marketing & management
24
(
2015
)
5/6
,
pp. 532-553
Persistent link: https://www.econbiz.de/10011349968
Saved in:
40
Service responses to emotional states of business customers
Wang, Yi-chieh
;
Beise-Zee, Rian
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
1
,
pp. 43-61
Persistent link: https://www.econbiz.de/10009770752
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