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Consumer delight and outrage : scale development and validation
Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 680-699
Persistent link: https://www.econbiz.de/10011392191
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The road to consumer forgiveness is paved with money or apology? : the roles of empathy and power in service recovery
Wei, Chuang; Liu, Maggie Wenjing; Keh, Hean Tat - In: Journal of business research : JBR 118 (2020), pp. 321-334
Persistent link: https://www.econbiz.de/10012288607
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Feeling lucky : how framing the target product as a free gift enhances purchase intention
Liu, Maggie Wenjing; Wei, Chuang; Yang, Lu; Keh, Hean Tat - In: International journal of research in marketing : IJRM ; … 39 (2022) 2, pp. 349-363
Persistent link: https://www.econbiz.de/10013271754
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How the use of animated versus static emojis in online post-purchase communication affects consumer attitude
Wang, Tingyi; Rong, Chen - In: International journal of consumer studies 48 (2024) 5, pp. 1-18
Persistent link: https://www.econbiz.de/10015102068
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A dynamic programming model for effect of workers's type on wage arrears
Liu, Wenjing; Liu, Ke; Yang, Lulu - In: Central European journal of operations research : CEJOR … 25 (2017) 1, pp. 183-201
Persistent link: https://www.econbiz.de/10011711013
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The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction
Xu, Xun; Liu, Wenhui; Gursoy, Dogan - In: Journal of travel research : a quarterly publication of … 58 (2019) 6, pp. 1034-1051
Persistent link: https://www.econbiz.de/10012050714
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Comparative study of deep learning models for analyzing online restaurant reviews in the era of the COVID-19 pandemic
Luo, Yi; Xu, Xiaowei - In: International journal of hospitality management 94 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012495041
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Examining consumer emotion and behavior in online reviews of hotels when expecting managerial response
Xu, Xun - In: International journal of hospitality management 89 (2020), pp. 1-12
Persistent link: https://www.econbiz.de/10012293748
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How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an; Liu, Juan; Cai, Ruiying - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
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Treat for affection? : customers' differentiated responses to pro-customer deviance
Hu, JiaJing; Ma, Xiuli; Xu, Xiaowei; Liu, Yan - In: Tourism management : research, policies, practice 93 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013366136