Citations (13)
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Read on this site (7)
Mu He & Tom Hinch. (2021) Climate Change Interpretation and the Leisure Experience of Participants on a Commercial Tour. Leisure/Loisir 45:1, pages 139-164.
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Rana Muhammad Umar, Salman Saleem & Riffat Ismail Majoka. (2017) Impact of organizational justice on customer satisfaction in the hospitality industry of Pakistan: The moderating role of uncertainty avoidance. Journal of Foodservice Business Research 20:1, pages 50-64.
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Karin Weber, Cathy Hsu & Beverley Sparks. (2016) Same but Different: Chinese-American and Mainland Chinese Consumers’ Perceptions of and Behavior in a Service Failure Situation. Journal of Travel & Tourism Marketing 33:4, pages 471-496.
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Wan Yang & Lydia Hanks. (2016) Preconsumption Mood, Causal Explanations, and Postrecovery Reactions. Journal of Hospitality Marketing & Management 25:1, pages 69-90.
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Dong-Shang Chang & Jenq-Hann Chung. (2012) Risk Evaluation of Group Package Tour Service Failures that Result in Third-Party Complaints. Journal of Travel & Tourism Marketing 29:8, pages 817-834.
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Osman
M. Karatepe & Ifeanyi
Maduabuchi Agbaim. (2012) Perceived Ethical Climate and Hotel Employee Outcomes: An Empirical Investigation in Nigeria. Journal of Quality Assurance in Hospitality & Tourism 13:4, pages 286-315.
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Karin Weber & Beverley Sparks. (2010) Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity. Journal of Travel & Tourism Marketing 27:6, pages 547-564.
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Articles from other publishers (6)
Erdogan Koc, Sercan Hatipoglu, Oguzhan Kivrak, Cemal Celik & Kaan Koc. (2023) Houston, we have a problem!: The use of ChatGPT in responding to customer complaints. Technology in Society 74, pages 102333.
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Chiara Orsingher, Arne De Keyser, Dorottya Varga & Yves Van Vaerenbergh. 2022. The Palgrave Handbook of Service Management. The Palgrave Handbook of Service Management
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Karin Weber & Cathy H.C. Hsu. (2021) Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery. Tourism Management 83, pages 104204.
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Yves Van Vaerenbergh, Dorottya Varga, Arne De Keyser & Chiara Orsingher. (2018) The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research. Journal of Service Research 22:2, pages 103-119.
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K.R. Jayasimha, Harish Chaudhary & Anurag Chauhan. (2017) Investigating consumer advocacy, community usefulness, and brand avoidance. Marketing Intelligence & Planning 35:4, pages 488-509.
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Nicholas O. Mantey & Vannie Naidoo. (2016) Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa. Journal of Economics and Behavioral Studies 8:4(J), pages 67-78.
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