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~isPartOf:"International journal of hospitality management"
~subject:"Customer service"
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Search: subject_exact:"Emotionality"
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Customer service
Emotion
172
Consumer behaviour
78
Konsumentenverhalten
78
Customer satisfaction
51
Dienstleistungsqualität
51
Kundenzufriedenheit
51
Service quality
51
Hotel industry
50
Hotellerie
50
Gastronomie
39
Restaurant industry
39
Beziehungsmarketing
36
Relationship marketing
36
Arbeitszufriedenheit
29
Job satisfaction
29
Arbeitsverhalten
26
Work behaviour
26
Tourism employees
24
Tourismusberufe
24
Stress
20
Work stress
20
Emotional labor
19
Hospitality industry
17
Emotions
15
Gastgewerbe
15
Kundenservice
14
Organizational behaviour
14
Verhalten in Organisationen
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Brand management
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Hospital
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Krankenhaus
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Markenführung
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Personality psychology
12
Persönlichkeitspsychologie
12
Arbeitspsychologie
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Organizational psychology
11
Satisfaction
11
Beschwerdemanagement
10
Complaint management
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Torres, Edwin N.
2
Aattila, Anna S.
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Babalola, Mayowa T.
1
Chang, Kuo-Chien
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Chen, Po-Ju
1
Cheng, Bao
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Cheng, Tan
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Fu, Xiaoxiao
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Garba, Omale A.
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Geng, Ruoqi
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Guchait, Priyanko
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Guo, Liang
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Guo, Yulang
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Hong, Zhisheng
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Hua, Nan
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Huey Chern Boo
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Khoo-Lattimore, Catheryn
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Kobinah, Thomas
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Lau, Virginia Meng-Chan
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Lee, Lindsey
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Lehto, Xinran Y.
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Li, Shanshi
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Madera, Juan M.
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Medler-Liraz, Hana
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Miao, Li
1
Pizam, Abraham
1
Poh Theng Loo
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Qu, Yuanmei Elly
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Ren, Shuang
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Scott, Noel
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Seger-Guttmann, Tali
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Song, Wenhao
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International journal of hospitality management
Journal of retailing and consumer services
12
The journal of services marketing
9
International journal of contemporary hospitality management
7
Academy of Management journal : AMJ
5
Journal of business research : JBR
5
Journal of service theory and practice : JSTP
5
Psychology & marketing
5
Journal of service management
4
Journal of service research
4
Journal of service research : JSR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
Interaktionen im Dienstleistungsbereich
2
International journal of quality and service sciences
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of management : JOM
2
Journal of service theory and practice
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
The Cornell hospitality quarterly
2
The service industries journal
2
Tourism management : research, policies, practice
2
Tourism management perspectives : TMP
2
A Research Agenda for Service Marketing
1
Administrative Sciences : open access journal
1
Advertising and communication : proceedings 4th International Conference on Research in Advertising (ICORIA), Saarland University, June 2 - 4, 2005, Saarbruecken
1
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
1
Applying predictive analytics within the service sector
1
Asia Pacific journal of management
1
Asia-Pacific journal of business administration
1
Australasian marketing journal
1
Baltic journal of management : BJM
1
Business horizons
1
Cogent business & management
1
Competitive advantage : strategies, management and performance
1
Consumer behavior review : CBR
1
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ECONIS (ZBW)
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1
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:
2
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:
3
Does a leader's "partiality" affect employees' proactivity in the hospitality industry? : a cross-level analysis
Cheng, Tan
;
Zhang, Pan
;
Guo, Yulang
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012300146
Saved in:
4
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
5
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
6
Evil customers, an angel boss and coopetitive coworkers : burnout of frontline employees
Yang, Fiona X.
;
Lau, Virginia Meng-Chan
- In:
International journal of hospitality management
83
(
2019
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012121888
Saved in:
7
Job crafting and customer service behaviors in the hospitality industry : mediating effect of job passion
Teng, Hsiu-Yu
- In:
International journal of hospitality management
81
(
2019
),
pp. 34-42
Persistent link: https://www.econbiz.de/10012128314
Saved in:
8
Negative workplace gossip : its impact on customer service performance and moderating roles of trait mindfulness and forgiveness
Babalola, Mayowa T.
;
Ren, Shuang
;
Kobinah, Thomas
;
Qu, …
- In:
International journal of hospitality management
80
(
2019
),
pp. 136-143
Persistent link: https://www.econbiz.de/10012058666
Saved in:
9
Customer emotions minute by minute : how guests experience different emotions within the same service environment
Torres, Edwin N.
;
Wei, Wei
;
Hua, Nan
;
Chen, Po-Ju
- In:
International journal of hospitality management
77
(
2019
),
pp. 128-138
Persistent link: https://www.econbiz.de/10011988465
Saved in:
10
Hospitality service employees' flirting displays : emotional labor or commercial friendship?
Seger-Guttmann, Tali
;
Medler-Liraz, Hana
- In:
International journal of hospitality management
73
(
2018
),
pp. 102-107
Persistent link: https://www.econbiz.de/10011886699
Saved in:
11
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
Saved in:
12
Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya
;
Miao, Li
;
Aattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
Saved in:
13
Editorial: Is empathy essential for high-quality customer service?
Pizam, Abraham
- In:
International journal of hospitality management
49
(
2015
),
pp. 149-150
Persistent link: https://www.econbiz.de/10011379971
Saved in:
14
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:
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