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Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
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Assessing the impact of failures in service operations using experimental design with simulation
Gliatis, Vassilis; Minis, Ioannis; Lavasa, Kiriaki Myrto - In: International journal of quality & reliability management 30 (2013) 1, pp. 23-46
Persistent link: https://www.econbiz.de/10010192089
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Investigating the wellness tourism factors in hot spring hotel customer service
Chen, Kaung-hwa; Chang, Feng-hsiang; Wu, Chihkang - In: International journal of contemporary hospitality management 25 (2013) 7, pp. 1092-1114
Persistent link: https://www.econbiz.de/10010194874
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The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
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The effect of implicit service guarantees on business performance
Shin, Hyunju; Ellinger, Alexander E. - In: The journal of services marketing 27 (2013) 6, pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
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Towards an approach to signage management quality (SMQ)
Bonfanti, Angelo - In: The journal of services marketing 27 (2013) 4, pp. 312-321
Persistent link: https://www.econbiz.de/10009788847
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The servicescape as an antecedent to service quality and behavioral intentions
Hooper, Daire; Coughlan, Joseph; Mullen, Michael R. - In: The journal of services marketing 27 (2013) 4, pp. 271-280
Persistent link: https://www.econbiz.de/10009788854
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Shopping in downtown : the effect of urban environment on service quality perception and behavioural intentions
De Nisco, Alessandro; Warnaby, Gary - In: International journal of retail & distribution management 41 (2013) 9, pp. 654-670
Persistent link: https://www.econbiz.de/10009788898
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Relative importance of satisfaction dimensions on service performance : a developing country context
Frimpong, Kwabena; Wilson, Alan M. - In: Journal of service management 24 (2013) 4, pp. 401-419
Persistent link: https://www.econbiz.de/10009790193