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When service customization in tourism backfires : exploring the value restoration mechanism to prevent value codestruction

Xie, Lishan; Liu, Xin; Li, Dongmei; Guan, Xinhua - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 7, pp. 1197-1211

Persistent link: https://www.econbiz.de/10015192421

Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style

Liu, Canmian; Xie, Lishan - In: International journal of hospitality management 114 (2023), pp. 1-10

Persistent link: https://www.econbiz.de/10014439968

Family-customer happiness and its impact on customer citizenship behavior : a study of parent-child consumption in robot restaurants

Peng, Jiamin; Lei, Shaohui; Xie, Lishan - In: Tourism Management Perspectives 53 (2024), pp. 1-14

Persistent link: https://www.econbiz.de/10015077349

Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention

Xie, Lishan; Liu, Canmian; Li, Dongmei - In: International journal of hospitality management 106 (2022), pp. 1-12

Persistent link: https://www.econbiz.de/10013383252

Linking team learning climate to service performance : the role of individual- and team-level adaptive behaviors in travel services

Peng, Jiamin; Xie, Lishan; Zhou, Lian; Huan, Tzung-cheng - In: Tourism management : research, policies, practice 91 (2022), pp. 1-13

Persistent link: https://www.econbiz.de/10013271605

The nonlinear effect of service robot anthropomorphism on customers' usage intention : a privacy calculus perspective

Xie, Lishan; Lei, Shaohui - In: International journal of hospitality management 107 (2022), pp. 1-9

Persistent link: https://www.econbiz.de/10014227626

Is beauty a premium? : a study of the physical attractiveness effect in service encounters

Li, Yaoqi; Zhang, Chun; Laroche, Michel - In: Journal of retailing and consumer services 50 (2019), pp. 215-225

Persistent link: https://www.econbiz.de/10012114155

Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry

Li, Yaoqi; Zhang, Chun; Fang, Shujie - In: Journal of business research : JBR 141 (2022), pp. 100-110

Persistent link: https://www.econbiz.de/10013167959

Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value : a mixed-methods study

Gong, Jinhong; Guan, Xinhua; Huan, Tzung-cheng - In: International journal of contemporary hospitality management 37 (2025) 2, pp. 522-540

Persistent link: https://www.econbiz.de/10015210202

Chapter 5 Why Can’t I Just up and go? Resolving Customer Complaints in Hospitality Management

Guan, Xinhua; Huan, Tzung-Cheng (T. C.) - In: Trade Tales : Decoding Customers' Stories, (pp. 27-32). 2017

A customer of Xtrip (name disguised) booked an airline ticket online but was told that the ticket was invalid while boarding from a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by the local police as a suspected...

Persistent link: https://www.econbiz.de/10015362692