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How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? : analyzing the roles of empathy, affective commitment, and perceived q...
Markovic, Stefan; Iglesias, Oriol; Singh, Jatinder Jit; … - In: Journal of business ethics : JOBE 148 (2018) 4, pp. 721-740
Persistent link: https://www.econbiz.de/10011844265
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How to explain service failure? : impacts of justifications
Chen, WeiWei; Lee, Hsiao-Ching - In: Service business 12 (2018) 2, pp. 331-356
Persistent link: https://www.econbiz.de/10011915060
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.; Kim, Kawon Kathy - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 7, pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
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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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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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Is customer satisfaction with services a solid ground for loyalty in banking business?
Beloglavec, Sabina; Pisnik Korda, Aleksandra - In: Zagreb international review of economics & business 7 (2004) Spec.issue, pp. 153-169
Persistent link: https://www.econbiz.de/10002637930
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Customer satisfaction with service recovery
Gustafsson, Anders - In: Journal of business research : JBR 62 (2009) 11, pp. 1220-1222
Persistent link: https://www.econbiz.de/10003897473
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What really brings them back? : the impact of tangible quality on affect and intention for casual dining restaurant patrons
Kincaid, Clark; Baloglu, Seyhmus; Mao, Zhenxing; … - In: International journal of contemporary hospitality management 22 (2010) 2/3, pp. 209-220
Persistent link: https://www.econbiz.de/10003976109
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Creating loyalty in collective hedonic services : the role of satisfaction and psychological sense of community
Drengner, Jan; Jahn, Steffen; Gaus, Hansjörg - In: Schmalenbach business review : sbr 64 (2012) 1, pp. 59-76
Persistent link: https://www.econbiz.de/10009419590