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21
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
22
Determinants of holistic passenger experience in public transportation : scale development and validation
Ittamalla, Rajesh
;
Kumar, Daruri Venkata Srinivas
- In:
Journal of retailing and consumer services
61
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012581906
Saved in:
23
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
24
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine
;
Dominique-Ferreira, Sergio
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
Saved in:
25
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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26
"Touching" services : tangible objects create an emotional connection to services even before their first use
Nägele, Nora
;
Walter, Benjamin von
;
Scharfenberger, Philipp
- In:
Business research
13
(
2020
)
2
,
pp. 741-766
, mugs, or fashion articles. Drawing on research about embodied
cognition
, this paper investigates how and under which …
Persistent link: https://www.econbiz.de/10012295833
Saved in:
27
Understanding nature of empathy through the lens of service encounter : a phenomenological study on FLE's
Sony, Michael
;
Mekoth, Nandakumar
;
Terisa, K. K.
- In:
International journal of productivity and quality …
23
(
2018
)
1
,
pp. 55-73
Persistent link: https://www.econbiz.de/10011861040
Saved in:
28
Halal-friendly hotels : impact of halal-friendly attributes on guest purchase behaviors in the Thailand hotel industry
Jeaheng, Yoksamon
;
Al-Ansi, Amr
;
Han, Heesup
- In:
Journal of travel and tourism marketing
36
(
2019
)
6
,
pp. 729-746
Persistent link: https://www.econbiz.de/10012179463
Saved in:
29
Influence of empathy on hotel guests' emotional service experience
Umasuthan, Hamsanandini
;
Park, Oun-Joung
;
Ryu, Jong-Hyun
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 618-635
Persistent link: https://www.econbiz.de/10011801636
Saved in:
30
How do customers navigate perceived inappropriateness of collective
emotion
in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
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