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Diversity and inclusion in hospitality and tourism : guest editorial

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Diversity and inclusion in hospitality and tourism : bridging the gap between employee and customer perspectives

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Special issue: diversity and inclusion in hospitality and tourism

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A commentary on cross-cultural research in hospitality & tourism inquiry (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

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Other consumers in service encounters : a script theoretical perspective

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Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction

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The relationship between consumer complaining behavior and service recovery : an integrative review

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Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting

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