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Diversity and inclusion in hospitality and tourism : guest editorial

Yang, Wan; Madera, Juan M.; Xu, Shi; Wu, Luorong; Ma, Emily - In: International journal of contemporary hospitality management 35 (2023) 11, pp. 3737-3742

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014429845

Diversity and inclusion in hospitality and tourism : bridging the gap between employee and customer perspectives

Madera, Juan M.; Yang, Wan; Wu, Luorong; Ma, Emily; Xu, Shi - In: International journal of contemporary hospitality management 35 (2023) 11, pp. 3972-3989

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014429888

Special issue: diversity and inclusion in hospitality and tourism

Yang, Wan (ed.); Madera, Juan M. (ed.); Xu, Shi (ed.); … - 2023

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014429928

Chatbots in complaint handling : the moderating role of humor

Park, Jae Eun; Fan, Alei; Wu, Luorong - In: International journal of contemporary hospitality management 37 (2025) 3, pp. 805-824

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015210279

Not all smiles are created equal : investigating the effects of display authenticity and service relationship on customer tipping behavior

Bujisic, Milos; Wu, Luorong; Mattila, Anna; Bilgihan, Anil - In: International journal of contemporary hospitality management 26 (2014) 2, pp. 293-306

Persistent link: https://ebvufind01.dmz1.zbw.eu/10010250181

Sharing information now vs later : the effect of temporal contiguity cue and power on consumer response toward online reviews

Wu, Luorong; Shen, Han; Li, Mimi; Deng, Qian - In: International journal of contemporary hospitality management 29 (2017) 2, pp. 648-668

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011687632

Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms

Wu, Luorong; Liu, Qing; Ma, Shihan; Hanks, Lydia - In: International journal of contemporary hospitality management 35 (2023) 4, pp. 1332-1375

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014280782

How and when does leader humility promote followers' proactive customer service performance?

Peng, Yan; Tian, Jian; Zhou, Xing; Wu, Lunwen - In: International journal of contemporary hospitality management 35 (2023) 5, pp. 1585-1601

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014280867

The relationship between consumer complaining behavior and service recovery: An integrative review

Kim, Min Gyung; Wang, Chenya; Mattila, Anna S. - In: International journal of contemporary hospitality management 22 (2010) 7, pp. 975-992

Persistent link: https://ebvufind01.dmz1.zbw.eu/10008706790

The role of hotel owners: the influence of corporate strategies on hotel performance

Xiao, Qu; O'Neill, John W.; Mattila, Anna S. - In: International journal of contemporary hospitality management 24 (2012) 1, pp. 122-140

Persistent link: https://ebvufind01.dmz1.zbw.eu/10009825872