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~person:"Fong, Lawrence Hoc Nang"
~person:"Torres, Edwin N."
~subject:"Hotel industry"
~type:"article"
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Search: subject_exact:"Servicequalität"
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Hotel industry
Dienstleistungsqualität
16
Service quality
16
Customer satisfaction
14
Kundenzufriedenheit
14
Consumer behaviour
11
Hotellerie
11
Konsumentenverhalten
11
Beziehungsmarketing
8
Relationship marketing
8
Hotels
5
Customer service
4
Kundenservice
4
Customer delight
3
Emotion
3
Beschwerdemanagement
2
Complaint management
2
Gambling
2
Gastgewerbe
2
Gastronomie
2
Glücksspiel
2
Hospital
2
Hospitality industry
2
Krankenhaus
2
Mobile communications
2
Mobilkommunikation
2
Restaurant industry
2
Restaurants
2
Service encounter
2
Tourism employees
2
Tourismusberufe
2
USA
2
United States
2
Accommodation experience
1
Actual personalization
1
Affect
1
Aggression
1
Arbeitsverhalten
1
Behavioral intentions
1
Bewertung
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Fong, Lawrence Hoc Nang
Torres, Edwin N.
Han, Heesup
15
Karatepe, Osman M.
8
Dabestani, Reza
6
Kim, Woo Gon
6
Law, Chun Hung Roberts
6
Qu, Hailin
6
Shahin, Arash
6
Caber, Meltem
5
Shirouyehzad, Hadi
5
Sparks, Beverley
5
Albayrak, Tahir
4
Ali, Faizan
4
Amin, Muslim
4
Assaker, Guy
4
Cobanoglu, Cihan
4
Daskin, Mustafa
4
Hung, Kam
4
Kim, Jinkyung Jenny
4
Lehto, Xinran Y.
4
Mattila, Anna S.
4
So, Kevin Kam Fung
4
Xu, Xun
4
Ariffin, Ahmad Azmi M.
3
Cham Tat Huei
3
Chen, Chiang-ming
3
Chen, Yong
3
Choi, Hyeyoon
3
Dedeoğlu, Bekir Bora
3
Fongsuwan, Wanno
3
Gao, Baojun
3
Grobelna, Aleksandra
3
Huan, Tzung-cheng
3
Kim, Jong Min
3
Kuo, Chun-min
3
Ladhari, Riadh
3
Lee, Seonjeong
3
Ling, Qian
3
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International journal of contemporary hospitality management
3
Journal of hospitality marketing & management
3
International journal of hospitality management
2
Tourism review : the official journal of the AIEST
2
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
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1
Recipe for perceived personalization in hotels
Lei, Soey Sut Ieng
;
Wang, Dan
;
Fong, Lawrence Hoc Nang
; …
- In:
Tourism management : research, policies, practice
100
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457528
Saved in:
2
"Touch over tech" : a longitudinal examination of human touch along a travel journey
Lei, Sut Ieng
;
Fong, Lawrence Hoc Nang
;
Ye, Shun
- In:
International journal of contemporary hospitality management
36
(
2024
)
3
,
pp. 927-945
Persistent link: https://www.econbiz.de/10014483799
Saved in:
3
The impact of hotel servicescape on customer mindfulness and brand experience : the moderating role of length of stay
Haobin, Ye Ben
;
Huiyue, Ye
;
Peng, Li
;
Fong, Lawrence …
- In:
Journal of hospitality marketing & management
30
(
2021
)
5
,
pp. 592-610
Persistent link: https://www.econbiz.de/10012549287
Saved in:
4
Measuring delightful customer experiences : the validation and testing of a customer delight scale along with its antecedents and effects
Torres, Edwin N.
;
Zhang, Tingting
;
Ronzoni, Giulio
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-17
Persistent link: https://www.econbiz.de/10012241921
Saved in:
5
The power of self-service technologies in creating transcendent service experiences : the paradox of extrinsic attributes
Wei, Wei
;
Torres, Edwin N.
;
Hua, Nan
- In:
International journal of contemporary hospitality management
29
(
2017
)
6
,
pp. 1599-1618
Persistent link: https://www.econbiz.de/10011732197
Saved in:
6
Customer and employee incivility and its causal effects in the hospitality industry
Torres, Edwin N.
;
Van Niekerk, Mathilda
;
Orlowski, Marissa
- In:
Journal of hospitality marketing & management
26
(
2017
)
1
,
pp. 48-66
Persistent link: https://www.econbiz.de/10011669662
Saved in:
7
Are there gender differences in what drives customer delight?
Torres, Edwin N.
;
Fu, Xiaoxiao
;
Lehto, Xinran Y.
- In:
Tourism review : the official journal of the AIEST
69
(
2014
)
4
,
pp. 297-309
Persistent link: https://www.econbiz.de/10010479544
Saved in:
8
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
Saved in:
9
Deconstructing service quality and customer satisfaction : challenges and directions for future research
Torres, Edwin N.
- In:
Journal of hospitality marketing & management
23
(
2014
)
5/6
,
pp. 652-677
Persistent link: https://www.econbiz.de/10010402053
Saved in:
10
From customer satisfaction to customer delight : creating a new standard of service for the hotel industry
Torres, Edwin N.
;
Kline, Sheryl
- In:
International journal of contemporary hospitality management
25
(
2013
)
5
,
pp. 642-659
Persistent link: https://www.econbiz.de/10009774270
Saved in:
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