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A reading in cross-cultural service encounter : exploring the relationship between cultural intelligence, employee performance and service quality
Alshaibani, Elham; Bakir, Ali - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 3, pp. 249-263
Persistent link: https://www.econbiz.de/10011760000
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International brand alliances and co-branding : antecedents of cognitive dissonance and student satisfaction with co-branded higher education programs
Wilkins, Stephen; Butt, Muhammad Mohsin; Heffernan, Troy - In: Journal of marketing for higher education 28 (2018) 1, pp. 32-50
Persistent link: https://www.econbiz.de/10011886219
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Cognitive and affective causes of consumer dissatisfaction with the hospitality encounter
Moliner Velázquez, Beatriz; Fuentes Blasco, María; … - In: Journal of hospitality marketing & management 18 (2009) 7, pp. 653-675
Persistent link: https://www.econbiz.de/10003893329
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Visitors' experience, mood and satisfaction in a heritage context: evidence from an interpretation center
Rojas, Carmen de; Camarero, Carmen - In: Tourism management : research, policies, practice 29 (2008) 3, pp. 525-537
Persistent link: https://www.econbiz.de/10003696198
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A model of consumer learning for service quality and usage
Iyengar, Raghuram; Ansari, Asim; Gupta, Sunil - In: Journal of marketing research : JMR 44 (2007) 4, pp. 529-544
Persistent link: https://www.econbiz.de/10003569454
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Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K. - In: California management review 52 (2009/10) 1, pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
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A comparative analysis of the ports of Incheon and Shanghai : the cognitive service quality of ports, customer satisfaction, and post-behaviour
Cho, Chul-ho; Kim, Byung-il; Hyŏn, Chae-hun - In: Total quality management & business excellence : an … 21 (2010) 9/10, pp. 919-930
Persistent link: https://www.econbiz.de/10008660477
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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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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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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374