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What do customers expect of travel agent-customer interactions? : measuring and improving customer experience in interactions with travel agents
Wu, Yu-Chi; Lee, Hsiang-Ming; Liao, Pin-Ru - In: Journal of travel and tourism marketing 35 (2018) 8, pp. 1000-1012
Persistent link: https://www.econbiz.de/10011941816
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The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
Lyu, Yijing; Zhou, Xing; Li, Weiwen; Wan, Junbao; Zhang, Jie - In: International journal of contemporary hospitality management 28 (2016) 9, pp. 1992-2012
Persistent link: https://www.econbiz.de/10011624205
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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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What is being exchanged? : framing the logic of value creation in financial services
Puustinen, Pekka; Saarijävi, Hannu; Maas, Peter - In: Journal of financial services marketing : JFSM 19 (2014) 1, pp. 43-51
Persistent link: https://www.econbiz.de/10010497787
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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar; Fandos-Herrera, Carmina; Flavián … - In: International journal of contemporary hospitality management 27 (2015) 2, pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
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Examining the effects of robotic service on brand experience : the moderating role of hotel segment
Chan, Ambrose Pak Ho; Tung, Vincent Wing Sun - In: Journal of travel and tourism marketing 36 (2019) 4, pp. 458-468
Persistent link: https://www.econbiz.de/10012179419
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Product performance and its role in airline image generation and customer retention processes : gender difference
Han, Heesup; Shim, Changsup; Lee, Won Seok; Kim, Wansoo - In: Journal of travel and tourism marketing 36 (2019) 4, pp. 536-548
Persistent link: https://www.econbiz.de/10012179435
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Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan; Cai, Ruiying; Anaya, Gerardo Joel - In: International journal of contemporary hospitality management 29 (2017) 9, pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812
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Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance
Abu-Salim, Taghreed; Onyia, Okey Peter; Harrison, Tina; … - In: Journal of financial services marketing : JFSM 22 (2017) 4, pp. 173-186
Persistent link: https://www.econbiz.de/10011815909
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Causal relationships between table game players’ perceptions of service quality, perceived winning, and game spending : moderating effects of demographic factors
Jeon, Sang Mi; Magnini, Vincent P.; Kim, Insin; Hyun, … - In: International journal of contemporary hospitality management 25 (2013) 6, pp. 922-944
Persistent link: https://www.econbiz.de/10010125916