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The influence of a "green" loyalty program on service encounter satisfaction

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

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Zone of tolerance for banks : a diagnostic model of service quality

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Relationships and impacts of service quality, perceived value, customer satisfaction, and image : an empirical study

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Customer loyalty : a review and future directions with a special focus on the hospitality industry

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The effect of atmosphere on customer engagement in upscale hotels : an application of S-O-R paradigm

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What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain

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Why are Generation Y consumers the most likely to complain and repurchase?

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