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Transformative hospitality services : a conceptualization and development of organizational dimensions

Gallan, Andrew S.; Kabadayi, Sertan; Ali, Faizan; … - In: Journal of business research : JBR 134 (2021), pp. 171-183

Persistent link: https://www.econbiz.de/10012643724

Robotic involvement in the service encounter : a value-centric experience framework and empirical validation

Wu, Luorong; Fan, Alei; Yang, Yang; He, Zeya - In: Journal of Service Management 32 (2021) 5, pp. 783-812

Purpose: Taking a mixed-method approach, this research developed and validated a novel, value-centric experience framework delineating robotic involvement in the service encounter and its subsequent impact on customers' experiences. Design/methodology/approach: Focused on robotic restaurant...

Persistent link: https://www.econbiz.de/10012641057

Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape

He, Zeya; Wu, Luorong; Li, Xiang - In: Journal of service management 34 (2023) 4, pp. 657-695

Persistent link: https://www.econbiz.de/10014338199

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://www.econbiz.de/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