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To voice or not to voice? : employee caring practice, employee gratitude, and positive reciprocity norm in the hospitality industry
Liu, Bing; Li, Fengyu; Liu, Zhaopeng; Qu, Xiaohui; Men, … - In: International journal of hospitality management 114 (2023), pp. 1-10
Persistent link: https://www.econbiz.de/10014439996
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Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Li, Chang-Jun; Li, Fuli; Fan, Pan; Chen, Kai - In: International journal of hospitality management 85 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012241438