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Critical incidents in tourism: failure, recovery, custumer switching, and word-of-mouth behaviors

Swanson, Scott R.; Hsu, Maxwell K. - In: Journal of travel and tourism marketing 26 (2009) 2, pp. 180-194

Persistent link: https://www.econbiz.de/10003863497

Reputation and intentions : the role of satisfaction, identification, and commitment

Su, LuJun; Swanson, Scott R.; Chinchanachokchai, Sydney; … - In: Journal of business research : JBR 69 (2016) 9, pp. 3261-3269

Persistent link: https://www.econbiz.de/10011514770

Social responsibility and reputation influences on the intentions of Chinese Huitang Village tourists : Mediating effects of satisfaction with lodging providers

Su, Lujun; Swanson, Scott R.; Chen, Xiaohong - In: International Journal of Contemporary Hospitality Management 27 (2015) 8, pp. 1750-1771

Purpose – This study aims to model and test the relationships between corporate social responsibility (CSR), corporate reputation, customer satisfaction and behavioral intentions. Design/methodology/approach – A total of 451 complete questionnaires were obtained from randomly approached...

Persistent link: https://www.econbiz.de/10014764406

Hospitality-based critical incidents : a cross-cultural comparison

Swanson, Scott R.; Huang, Yinghua; Wang, Baoheng - In: International journal of contemporary hospitality management 26 (2014) 1, pp. 50-68

Persistent link: https://www.econbiz.de/10010249721

Social responsibility and reputation influences on the intentions of Chinese Huitang Village tourists : mediating effects of satisfaction with lodging providers

Su, LuJun; Swanson, Scott R.; Chen, Xiaohong - In: International journal of contemporary hospitality management 27 (2015) 8, pp. 1750-1771

Persistent link: https://www.econbiz.de/10011447388

The impact of perceived service fairness and quality on the behavioral intentions of Chinese hotel guests : the mediating role of consumption emotions

Su, LuJun; Swanson, Scott R.; Chen, Xiaohong - In: Journal of travel and tourism marketing 33 (2016), pp. 88-102

Persistent link: https://www.econbiz.de/10011485027

The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists : the mediating role of relationship quality

Su, LuJun; Swanson, Scott R.; Chen, Xiaohong - In: Tourism management : research, policies, practice 52 (2016), pp. 82-95

Persistent link: https://www.econbiz.de/10011418366

Destination perceptions, relationship quality, and tourist environmentally responsible behavior

He, Xuehuan; Hu, Dongbin; Swanson, Scott R.; Su, LuJun; … - In: Tourism management perspectives : TMP 28 (2018), pp. 93-104

Persistent link: https://www.econbiz.de/10011942423

Service quality, customer satisfaction, and behavioral intentions in the service factory

Olorunniwo, Festus; Hsu, Maxwell K.; Udo, Godwin J. - In: Journal of Services Marketing 20 (2006) 1, pp. 59-72

Purpose – This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer...

Persistent link: https://www.econbiz.de/10014905092

Grocery store image, travel distance, satisfaction and behavioral intentions : Evidence from a Midwest college town

Hsu, Maxwell K.; Huang, Yinghua; Swanson, Scott - In: International Journal of Retail & Distribution Management 38 (2010) 2, pp. 115-132

Purpose – The purpose of this paper is to study the interrelationships among grocery store image, travel distance (TD), customer satisfaction, and behavioral intentions (BI) in a college town setting. Design/methodology/approach – Surveys are given to undergraduate college student grocery...

Persistent link: https://www.econbiz.de/10014803464