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Mixed findings on the service recovery paradox

Ok, Chigyung; Back, Ki-Joon; Shanklin, Carol W. - In: The service industries journal 27 (2007) 5/6, pp. 671-686

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Intervention improves restaurant employees' food safety compliance rates

York, Valerie K.; Brannon, Laura A.; Shanklin, Carol W.; … - In: International Journal of Contemporary Hospitality Management 21 (2009) 4, pp. 459-478

Purpose – This paper aims to evaluate the relative effectiveness of four‐hour ServSafe ® food safety training, a theory‐based intervention targeting food service employees' perceived barriers to implementing food safety practices, and a combination of the two treatments. Dependent...

Persistent link: https://www.econbiz.de/10014762951

Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes

Back, Ki-joon - In: International journal of hospitality management 31 (2012) 2, pp. 535-543

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ESG for the hospitality and tourism research : essential demanded research area for all

Back, Ki-Joon - In: Tourism management : research, policies, practice 105 (2024), pp. 1-3

Persistent link: https://www.econbiz.de/10015073186

The effects of relational benefits on customers' perception of favorable inequity, affective commitment, and repurchase intention in full-service restaurants

Kim, Wansoo; Ok, Chihyung - In: Journal of hospitality & tourism research : JHTR ; the … 33 (2009) 2, pp. 227-244

Persistent link: https://www.econbiz.de/10009880402

Customer orientation of service employees and rapport: influences on service-outcome variables in full-service restaurants

Kim, Wansoo; Ok, Chihyung - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 1, pp. 34-55

Persistent link: https://www.econbiz.de/10009880426

Contingency variables for customer share of visits to full-service restaurant

Kim, Wansoo; Ok, Chihyung; Canter, Deborah D. - In: International journal of hospitality management 29 (2010) 1, pp. 135-147

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Customer orientation of service employees and rapport: influences on service-outcome variables in full-service restaurants

Kim, Wansoo; Ok, Chihyung - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 1, pp. 34-55

Persistent link: https://www.econbiz.de/10003968131

The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships

Kim, Wansoo; Ok, Chihyung; Gwinner, Kevin Patrick - In: The service industries journal 30 (2010) 7/8, pp. 1139-1157

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Moderating role of a priori customer-firm relationship in service recovery situations

Kim, Wansoo; Ok, Chihyung; Canter, Deborah D. - In: The service industries journal 32 (2012) 1/2, pp. 59-82

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