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Why wait? : impact of waiting lines on self-service technology use
Kokkinou, Alinda; Cranage, David A. - In: International journal of contemporary hospitality management 27 (2015) 6, pp. 1181-1197
Persistent link: https://www.econbiz.de/10011403035
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Effects of customer inoculation on artificial intelligence service failure
Meng, Lu; Chen, Jiuqi; Yang, Mengya; Wang, Yijie - In: International journal of contemporary hospitality management 37 (2025) 2, pp. 444-461
Persistent link: https://www.econbiz.de/10015210194
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"I want to help but customers mistreat me" : the dual moderating role of prosocial motivation on the impact of customer mistreatment
Lu, Wenzhu; Pei, Jialiang; Liu, Xiaolang; Zheng, Lixun; … - In: International journal of contemporary hospitality management 37 (2025) 2, pp. 622-642
Persistent link: https://www.econbiz.de/10015210210
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Customers' online service encounter satisfaction with chatbots : interaction effects of language style and decision-making journey stage
Huang, Yingying; Gursoy, Dogan - In: International journal of contemporary hospitality management 36 (2024) 12, pp. 4074-4091
Persistent link: https://www.econbiz.de/10015145310
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Investigating the wellness tourism factors in hot spring hotel customer service
Chen, Kaung-hwa; Chang, Feng-hsiang; Wu, Chihkang - In: International journal of contemporary hospitality management 25 (2013) 7, pp. 1092-1114
Persistent link: https://www.econbiz.de/10010194874
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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
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Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Lai, John; Lui, Steven S.; Hon, Alice H. Y. - In: International journal of contemporary hospitality management 26 (2014) 8, pp. 1341-1363
Persistent link: https://www.econbiz.de/10010467877
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Understanding culture on the effectiveness of restaurant servers' check-back style
Lee, Hye Eun; Hwang, Joyce Hyunjoo; Bennett, Keri - In: International journal of contemporary hospitality management 27 (2015) 8, pp. 1905-1926
Persistent link: https://www.econbiz.de/10011447588
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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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Impacts of misbehaving air passengers on frontline employees : role stress and emotional labor
Hu, Hsin-Hui; Hu, Hsin-Yi; King, Brian - In: International journal of contemporary hospitality management 29 (2017) 7, pp. 1793-1813
Persistent link: https://www.econbiz.de/10011776992