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Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective

Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: International journal of hospitality management 36 (2014), pp. 255-262

Persistent link: https://www.econbiz.de/10010239280

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

'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness

Eugene Cheng-xi Aw; Chuah, Stephanie Hui-wen; Fazli, S. … - In: International journal of services, economics and management 13 (2022) 3, pp. 225-242

Persistent link: https://www.econbiz.de/10013552572

Preference and satisfaction level of consumers towards mobile network services

Murali, Regeena J.; Thangavel, N. - In: International journal of economic research 12 (2015) 2, pp. 247-256

Persistent link: https://www.econbiz.de/10011419774

The impact of customer satisfaction and switching barriers on customer loyalty in Pakistani mobile telecommunication services

Bhutto, Niaz Ahmed; Azhar, Sarwar M.; Sarki, Irshad Hussain - In: Journal of management research 4 (2012) 4, pp. 180-191

Persistent link: https://www.econbiz.de/10009727358

Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry : the moderating effect of brand authenticity

Van Dat Tran - In: Cogent business & management 11 (2024) 1, pp. 1-15

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and … determine the connections between service recovery strategy, service recovery satisfaction, and attitudinal loyalty. This study … found that apologies, politeness, and recovery speed all have a substantial impact on service recovery satisfaction, with …

Persistent link: https://www.econbiz.de/10014534549

Decoding consumers' CSR scepticism : service recovery experience perspective

Kushwah, Mihir Kumar; Srivastava, Himanshu Shekhar - In: Marketing intelligence & planning 41 (2023) 3, pp. 265-278

Persistent link: https://www.econbiz.de/10014312974

The role of cultural differences in customer retention : evidence from the high-contact service industry

Fam, Kim Shyan; Boon Liat Cheng; Cham Tat Huei; Yi, … - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 1, pp. 257-288

Persistent link: https://www.econbiz.de/10014230003

Thai information technology customer loyalty perceptions : a structural equation model

Pongcharnchavalit, Surachet; Fongsuwan, Wanno - In: Research journal of business management 9 (2015) 1, pp. 188-202

Persistent link: https://www.econbiz.de/10011413721

The associations between service quality, corporate image, customer satisfaction, and loyalty : evidence from the Malaysian hotel industry

Cheng Boon Liat; Mansori, Shaheen; Cham Tat Huei - In: Journal of hospitality marketing & management 23 (2014) 3/4, pp. 314-326

Persistent link: https://www.econbiz.de/10010396183