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Mixed findings on the service recovery paradox
Ok, Chigyung; Back, Ki-Joon; Shanklin, Carol W. - In: The service industries journal 27 (2007) 5/6, pp. 671-686
Persistent link: https://www.econbiz.de/10003622851
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Customer orientation of service employees and rapport: influences on service-outcome variables in full-service restaurants
Kim, Wansoo; Ok, Chihyung - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 1, pp. 34-55
Persistent link: https://www.econbiz.de/10003968131
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The antecedents and consequence of consumer attitudes toward restaurant brands : a comparative study between casual and fine dining restaurants
Hwang, Jinsoo; Ok, Chihyung - In: International journal of hospitality management 32 (2013), pp. 121-131
Persistent link: https://www.econbiz.de/10009717659
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Examination of factors affecting hotel employees' service orientation : an emotional labor perspective
Lee, JungHoon; Ok, Chihyung - In: Journal of hospitality & tourism research : JHTR ; the … 39 (2015) 4, pp. 437-468
Persistent link: https://www.econbiz.de/10011393179
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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The power of design : how does design affect consumers’ online hotel booking?
Baek, Jooa; Ok, Chihyung - In: International journal of hospitality management 65 (2017), pp. 1-10
Persistent link: https://www.econbiz.de/10011738779
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Determinants of hotel guests' service experiences : an examination of differences between lifestyle and traditional hotels
Baek, Jooa; Choe, Yeongbae; Ok, Chihyung - In: Journal of hospitality marketing & management 29 (2020) 1, pp. 88-105
Persistent link: https://www.econbiz.de/10012256119
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Determining the attributes of casino customer satisfaction : applying impact-range performance and asymmetry analyses
Back, Ki-Joon; Lee, Choong-Ki - In: Journal of travel and tourism marketing 32 (2015) 5/6, pp. 747-760
Persistent link: https://www.econbiz.de/10011387027
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Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction
Ju, Yongwook; Back, Ki-Joon; Choi, Youngjoon; Lee, Jin-soo - In: International journal of hospitality management 77 (2019), pp. 342-352
Persistent link: https://www.econbiz.de/10011988629
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Luxury hospitality services : editorial comment
Back, Ki-Joon; Park, Jungkun; LaTour, Kathy - In: The Cornell hospitality quarterly 63 (2022) 1, pp. 4
Persistent link: https://www.econbiz.de/10012800181