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The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviors in the hospitality industry

Swanson, Scott R.; Hsu, Maxwell K. - In: Journal of hospitality & tourism research : JHTR ; the … 35 (2011) 4, pp. 511-529

Persistent link: https://www.econbiz.de/10009385341

The relationship of differential loci with perceived quality and behavioral intentions

Swanson, Scott R.; Charlene Davis, J. - In: Journal of Services Marketing 17 (2003) 2, pp. 202-219

This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer satisfaction, word‐of‐mouth intentions, and repurchase intentions. Results indicate that, when consumers find the...

Persistent link: https://www.econbiz.de/10014904972

The effect of destination employee service quality on tourist environmentally responsible behavior : A moderated mediation model incorporating environmental commitment, destination social responsibility and motive attributions

He, Xuehuan; Cheng, Jin; Swanson, Scott R.; Su, LuJun; … - In: Tourism management : research, policies, practice 90 (2022), pp. 1-14

Persistent link: https://www.econbiz.de/10013326534

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

Virtually compatible or risky business? : investigating consumers' proclivity toward online banking services

Wang, Stephen W.; Hsu, Maxwell K.; Pelton, Lou E.; Xi, … - In: Journal of marketing channels : ... distribution … 21 (2014) 1, pp. 43-58

Persistent link: https://www.econbiz.de/10010347430

Understanding the relationship of service fairness, emotions, trust, and tourist behavioral intentions at a city destination in China

Su, LuJun; Hsu, Maxwell K.; Marshall, Kimball P. - In: Journal of travel and tourism marketing 31 (2014) 7/8, pp. 1018-1038

Persistent link: https://www.econbiz.de/10010469186