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Measuring service quality with text analytics : considering both importance and performance of consumer opinions on social and non-social online platforms

Lu, Lin; Xu, Pei; Wang, Yen-Yao; Wang, Yu - In: Journal of business research : JBR 169 (2023), pp. 1-12

Persistent link: https://www.econbiz.de/10014468560

Measuring Service Quality with Text Analytics : Considering Both Importance and Performance of Consumer Opinions on Social and Non-Social Online Platforms

Lu, Lin; Wang, Yen-Yao; Wang, Yu; Xu, Pei - 2022

Online word-of-mouth (WOM) has attracted considerable attention from researchers due to its abundant information on customer perceptions that drive product and service improvement. This study develops a novel weighted service quality (WSQ) metric derived from online customer opinions, leveraging...

Persistent link: https://www.econbiz.de/10014082559

Determinants of customer satisfaction with parcel locker services in last-mile logistics

Lai, Po-Lin; Jang, Hyunmi; Fang, Mingjie; Peng, Ke - In: The Asian Journal of Shipping and Logistics 38 (2022) 1, pp. 25-30

Based on the service quality (SERVQUAL) model and logistics service quality (LSQ) model, this study investigates the antecedents of customer satisfaction with parcel locker services in last-mile logistics. Data were collected from a survey of 321 consumers in China and analyzed using structural...

Persistent link: https://www.econbiz.de/10013411765

Developing a consumer complaining and recovery effort scale

Lu, Lu; Gursoy, Dogan; Chi, Christina Geng-Qing; Xiao, … - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 5, pp. 686-715

Persistent link: https://www.econbiz.de/10011912319

Effect of disruptive customer behaviors on others' overall service experience : an appraisal theory perspective

Cai, Ruiying; Lu, Lu; Gursoy, Dogan - In: Tourism management : research, policies, practice 69 (2018), pp. 330-344

Persistent link: https://www.econbiz.de/10011903532

Service encounter value and online engagement behaviors

Zhang, Tingting (Christina); Zhang, Pei; Lu, Lu - In: International journal of hospitality management 85 (2020), pp. 1-13

Persistent link: https://www.econbiz.de/10012241352

Drivers of hotel employee's voice behavior : a moderated mediation model

Lu, Allan Cheng Chieh; Lu, Lu - In: International journal of hospitality management 85 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012241358

Exploring guest response towards service failure in home-sharing : service presence and consumption motivation

Lu, Lu; Mody, Makarand Amrish; Andajigarmaroudi, Saeed - In: International journal of hospitality management 87 (2020), pp. 1-11

Persistent link: https://www.econbiz.de/10012241810

Building trust through a personal touch : consumer response to service failure and recovery of home-sharing

Lu, Lu; Cai, Ruiying; King, Ceridwyn - In: Journal of business research : JBR 117 (2020), pp. 99-111

Persistent link: https://www.econbiz.de/10012285524

Social servicescape's impact on customer perceptions of the hospitality brand : the role of branded social cues

Garmaroudi, Saeed Andaji; King, Ceridwyn; Lu, Lu - In: International journal of hospitality management 93 (2021), pp. 1-12

Persistent link: https://www.econbiz.de/10012435849