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Travel distance and hotel service satisfaction : an inverted U-shaped relationship

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Why can customer incivility be contagious in the service context? : a resource scarcity perspective

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Customer value co-destruction behaviors in smart service encounters : scale development and cross-cultural validation

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Adjusting for Perception Bias in Citizens’ Subjective Evaluations : A Production Function Perspective

Yang, Yongheng - 2012

Citizen surveys have been increasingly employed to evaluate the outcome of public service delivery. However, the effects of respondents’ demographic characteristics on their subjective evaluations inevitably raise questions about the fairness of such investigations. This study views the...

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In pursuit of service excellence : investigating the role of psychological contracts and organizational identification of frontline hotel employees

Lu, Vinh Nhat; Capezio, Alessandra; Restubog, Simon Lloyd D. - In: Tourism management : research, policies, practice 56 (2016), pp. 8-19

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