Citations (38)
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Daniela Buzova, Silvia Sanz-Blas & Amparo Cervera-Taulet. (2023) Co-creating emotional value in a guided tour experience: the interplay among guide’s emotional labour and tourists’ emotional intelligence and participation. Current Issues in Tourism 26:11, pages 1748-1762.
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Yu Zhang, Xin (Robert) Luo, Bingjia Shao & Jose Benitez. (2022) Technology-driven mandatory customer participation: a new recovery strategy to promote customers’ online post-recovery satisfaction. European Journal of Information Systems 0:0, pages 1-19.
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Maike Nuyken, Doron Zilbershtein & Abdul Rauf. (2022) Generation Z’s perspective on restaurant service quality. Research in Hospitality Management 12:3, pages 309-318.
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Petek Tosun, Selime Sezgin & Nimet Uray. (2022) Consumer complaining behavior in hospitality management. Journal of Hospitality Marketing & Management 31:2, pages 247-264.
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Hart O. Awa, Nnachi K. Ikwor & Doris G. Ademe. (2021) Customer satisfaction with complaint responses under the moderation of involvement. Cogent Business & Management 8:1.
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Sigi Goode. (2020) Confront, Accept or Reinterpret? Coping Mediation Effects on Attribution in Cloud Service Failure. Journal of Organizational Computing and Electronic Commerce 30:4, pages 335-360.
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Erdogan Koc & Hakan Boz. (2020) Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities. Journal of Hospitality Marketing & Management 29:2, pages 121-138.
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Dan Jin, Robin B. DiPietro & Alei Fan. (2020) The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions. Journal of Hospitality Marketing & Management 29:1, pages 65-87.
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Erdogan Koc. (2019) Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research. Journal of Hospitality Marketing & Management 28:5, pages 513-537.
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Erdogan Koc. (2019) Turkish Tourism and Hospitality Students’ Social Anxiety and Avoidance. Journal of Hospitality & Tourism Education 31:1, pages 49-54.
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Ching-Yi Daphne Tsai, Shih-Hao Wu & Stephen Chi-Tsun Huang. (2017) From mandatory to voluntary: consumer cooperation and citizenship behaviour. The Service Industries Journal 37:7-8, pages 521-543.
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Selman TEMİZ & Ramazan KURTOĞLU. (2023) KONAKLAMA İŞLETMELERİNDE HİZMET TELAFİSİ, TEKRAR SATIN ALMA VE POZİTİF AĞIZDAN AĞIZA İLETİŞİM ÜZERİNDE MÜŞTERİ ATIFLARININ ETKİSİTHE EFFECT OF CUSTOMERS’ ATTRIBUTIONS ON SERVICE RECOVERY, REPURCHASE INTENTION AND POSITIVE WORD OF MOUTH IN ACCOMMODATION ESTABLISHMENTS. Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 10:1, pages 475-508.
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Tugrul Ayyildiz, Ahu Yazici Ayyildiz & Erdogan Koc. (2023) Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions. Current Psychology.
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Soo-Jeong Kim & Byung-Hwan Hyun. (2022) Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment. Economies 10:12, pages 305.
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Denita Cepiku, Marta Marsilio, Mariafrancesca Sicilia & Milena Vainieri. (2022) A comprehensive framework for the activation, management, and evaluation of Co-production in the public sector. Journal of Cleaner Production 380, pages 135056.
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Müjde AKSOY & Emine KAMBUR. (2022) Konaklama Sektöründe Algılanan Riskin, Müşteri Katılımı, Algılanan Değer ve Müşteri Sadakati Üzerindeki EtkileriThe Effects of Perceived Risk in the Hospitality Industry on Customer Participation, Perceived Value and Customer Loyalty. İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi 9:2, pages 342-363.
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Ebru Kuzgun, Nesenur Altinigne & Esra Arıkan. (2022) Customer satisfaction with co-created hospitality services: Regulatory focus orientation and positive disconfirmation. Journal of Vacation Marketing 28:4, pages 510-523.
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Yu-Shan (Sandy) Huang & Paula Dootson. (2022) Chatbots and service failure: When does it lead to customer aggression. Journal of Retailing and Consumer Services 68, pages 103044.
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Yu Zhang, Yafen Yuan & Bingjia Shao. (2022) Co-creating value with customers in online service recovery: Bridging the links between mandatory and voluntary customer participation. Electronic Commerce Research and Applications 55, pages 101188.
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Soona Park & Xinran Lehto. (2022) Automated, human, or semi-automated service in restaurants? An investigation of technology-enabled service designs and customer attribution. International Journal of Hospitality Management 104, pages 103217.
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Shih-Hao Wu, Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai. (2022) Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty. Service Business 16:2, pages 331-357.
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Nedra Bahri Ammari, Abir Hsouna, Mounia Benabdallah, Anish Yousaf & Abhishek Mishra. (2021) Consumer responses to the failure of self-service banking technology: moderating role of failure stability. International Journal of Bank Marketing 40:3, pages 458-483.
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Selman TEMİZ & Ramazan KURTOĞLU. (2021) HİZMET HATASI, HİZMET TELAFİSİ VE ATIF TEORİSİ: KAVRAMSAL BİR ÇALIŞMAService Failure, Service Recovery and Attribution Theory: A Conceptual Study. Hitit Sosyal Bilimler Dergisi 14:2, pages 360-383.
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Müjde AKSOY & Sercan HATİPOĞLU. (2021) KONAKLAMA İŞLETMELERİNDE MÜŞTERİNİN ROLÜ: MÜŞTERİ KATILIMININ HİZMET KALİTESİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİ. Yönetim ve Ekonomi Araştırmaları Dergisi.
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C. Manu, S. Sreejesh & Justin Paul. (2021) Tell us your concern, and we shall together address! Role of service booking channels and brand equity on post-failure outcomes. International Journal of Hospitality Management 96, pages 102982.
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Ozan GÜLER & A.celil ÇAKICI. (2020) How a group service failure at a restaurant turns into an individual dissatisfaction? A scenario-based experiment. Journal of Multidisciplinary Academic Tourism 5:2, pages 125-141.
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Andromeda Menezes, Rui M. Lima, André Luiz Aquere & Marlene Amorim. (2020) An Adaptation of SERVQUAL for Events Evaluation: An Environmental Sustainability Addon. Sustainability 12:18, pages 7408.
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Anqi Luo & Anna S. Mattila. (2020) Discrete emotional responses and face-to-face complaining: The joint effect of service failure type and culture. International Journal of Hospitality Management 90, pages 102613.
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Denita Cepiku, Marta Marsilio, Mariafrancesca Sicilia & Milena VainieriDenita Cepiku, Marta Marsilio, Mariafrancesca Sicilia & Milena Vainieri. 2020. The Co-production of Public Services. The Co-production of Public Services
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Verena Hüttl-Maack, Doreén Pick & Heribert Gierl. (2017) Handle with care! How majority cues can reduce the negative effects of warnings of foreseeable product failures. Review of Managerial Science 13:4, pages 689-723.
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Chia-Yi Chen. (2018) How customer participation influences service failure attribution. Journal of Service Theory and Practice 28:3, pages 298-314.
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Erdogan Koc. (2018) Book Review. Annals of Tourism Research 70, pages 144.
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Mariam Shahzadi, Shahab Alam Malik, Mansoor Ahmad & Asma Shabbir. (2018) Perceptions of fine dining restaurants in Pakistan. International Journal of Quality & Reliability Management 35:3, pages 635-655.
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James Durl, Jakob Trischler & Timo Dietrich. (2017) Co-designing with young consumers – reflections, challenges and benefits. Young Consumers 18:4, pages 439-455.
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Thanathon Kaewmahaphinyo, Chompu Nuangjamnong & Kitikorn Dowpiset. (2020) Factors Influencing Customer Satisfaction and Behavioral Intention for Fast-Casual Restaurants (A Case Study in a Shopping Center, Bangkok). SSRN Electronic Journal.
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