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Influence of empathy on hotel guests' emotional service experience
Umasuthan, Hamsanandini; Park, Oun-Joung; Ryu, Jong-Hyun - In: The journal of services marketing 31 (2017) 6, pp. 618-635
Persistent link: https://www.econbiz.de/10011801636
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Automated, human, or semi-automated service in restaurants? : an investigation of technology-enabled service designs and customer attribution
Park, Soona; Lehto, Xinran Y. - In: International journal of hospitality management 104 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013255930
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Traveler attitudes toward biometric data-enabled hotel services : can risk education play a role?
Lehto, Xinran Y.; Park, Soona; Mohamed, Mohamed E.; … - In: The Cornell hospitality quarterly 64 (2023) 1, pp. 74-94
Persistent link: https://www.econbiz.de/10014229651
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Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: International journal of hospitality management 36 (2014), pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
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The voice of touristis with mobility disabilities : insights from online customer complaint websites
Kim, Song Ee; Lehto, Xinran Y. - In: International journal of contemporary hospitality management 24 (2012) 3, pp. 451-476
Persistent link: https://www.econbiz.de/10009545478
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One experience and multiple reviews : the case of upscale US hotels
Torres, Edwin N.; Adler, Howard; Lehto, Xinran Y.; … - In: Tourism review : the official journal of the AIEST 68 (2013) 3, pp. 3-20
Persistent link: https://www.econbiz.de/10010197675
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Are there gender differences in what drives customer delight?
Torres, Edwin N.; Fu, Xiaoxiao; Lehto, Xinran Y. - In: Tourism review : the official journal of the AIEST 69 (2014) 4, pp. 297-309
Persistent link: https://www.econbiz.de/10010479544