Citations (24)
Keep up to date with the latest research on this topic with citation updates for this article.
Read on this site (8)
Ali B. Mahmoud, Nicholas Grigoriou, Leonora Fuxman, William D. Reisel, Dieu Hack-Polay & Iris Mohr. (2022) A generational study of employees’ customer orientation: a motivational viewpoint in pandemic time. Journal of Strategic Marketing 30:8, pages 746-763.
Read now
Read now
Jumyong (Stephen) Lee, Sun-Hwa Kim & Bomi Kang. (2019) US DMOs and Meeting Planners, do they really ENGAGE with each other? Customer engagement in the context of event industry. Journal of Convention & Event Tourism 20:5, pages 351-374.
Read now
Read now
Hasan Köşker, Kamil Unur & Dogan Gursoy. (2019) The effect of basic personality traits on service orientation and tendency to work in the hospitality and tourism industry. Journal of Teaching in Travel & Tourism 19:2, pages 140-162.
Read now
Read now
Vincent P. Magnini & Ioana Dallinger. (2018) Consumer Information Overload and the Need to Prompt Script Deviations. Journal of Quality Assurance in Hospitality & Tourism 19:3, pages 285-297.
Read now
Read now
Yangyang Jiang, Haywantee Ramkissoon & Felix Mavondo. (2016) Destination Marketing and Visitor Experiences: The Development of a Conceptual Framework. Journal of Hospitality Marketing & Management 25:6, pages 653-675.
Read now
Read now
Mohita Maggon & Harish Chaudhry. (2015) Revisiting Relationship Marketing and Customer Relationship Management in Leading Tourism and Hospitality Journals: Research Trends From 2001 to 2013. Journal of Relationship Marketing 14:1, pages 53-77.
Read now
Read now
Astrid Senders, Robert Govers & Bart Neuts. (2013) Social Media Affecting Tour Operators' Customer Loyalty. Journal of Travel & Tourism Marketing 30:1-2, pages 41-57.
Read now
Read now
Insin Kim, Sang
Mi Jeon & Sunghyup
Sean Hyun. (2011) The Role of Effective Service Provider Communication Style in the Formation of Restaurant Patrons' Perceived Relational Benefits and Loyalty. Journal of Travel & Tourism Marketing 28:7, pages 765-786.
Read now
Read now
Articles from other publishers (16)
Chang-Ju Lee, Sae-Mi Lee, Rajesh Iyer & Yong-Ki Lee. (2022) Do relational benefits influence commitments and loyalty in a non-contract mechanism?. Asia Pacific Journal of Marketing and Logistics 35:8, pages 2012-2028.
Crossref
Crossref
Hechmi Najjar & Chaker Najar. (2022) From relational benefits to consumer loyalty across international perspective: a meta-analytic structural equation modeling. Journal of Marketing Analytics 11:3, pages 470-489.
Crossref
Crossref
Xiuli Ma, Xiaowei Xu & Jiajing Hu. (2023) Does pro-customer behavior always do the trick? An investigation of pro-customer deviance. International Journal of Hospitality Management 114, pages 103552.
Crossref
Crossref
Mustafa ŞEHİRLİ. (2022) An Empirical Study on the Effects of Mindfulness, Embodied Cognition, Behavioral Intention and Altruism on Job Satisfaction of Employees, Customer Satisfaction and Their Repurchase IntentionsÇalışanların İş Tatmini, Müşterilerin Memnuniyeti ve Tekrar Satın Alma Niyetleri Üzerinde Farkındalık, Bedensel Biliş, Davranışsal Niyet ve Özgeciliğin Etkileri Üzerine Ampirik Bir Çalışma. Current Research in Social Sciences 8:2, pages 73-101.
Crossref
Crossref
Yiyu Ji, Xiaoyan Xu & Jingshu Ji. (2022) Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality. Frontiers in Psychology 13.
Crossref
Crossref
Jiajing HU, Meng ZHANG, Xiuli MA & Yan LIU. (2022) Customer response to pro-customer deviance behavior: A theoretical model based on moral emotion. Advances in Psychological Science 29:12, pages 2119-2130.
Crossref
Crossref
Amanda H. Sibonde & Maurice O. Dassah. (2021) The relationship between employee motivation and service quality: Case study of a selected municipality in the Western Cape province, South Africa. Africa’s Public Service Delivery and Performance Review 9:1.
Crossref
Crossref
Javier Morales Mediano & José L. Ruiz-Alba. (2019) Customer orientation in highly relational services. Marketing Intelligence & Planning 38:2, pages 209-223.
Crossref
Crossref
Asad Mohsin, Helena Rodrigues & Ana Brochado. (2019) Shine bright like a star: Hotel performance and guests’ expectations based on star ratings. International Journal of Hospitality Management 83, pages 103-114.
Crossref
Crossref
Nor Azim Ahmad Radzi, Amran Harun, T. Ramayah, Abdul Wahid Mohd Kassim & Jaratin Lily. (2018) Benefits of Facebook fan/brand page marketing and its influence on relationship commitment among Generation Y: Empirical evidence from Malaysia. Telematics and Informatics 35:7, pages 1980-1993.
Crossref
Crossref
Rocío Rodríguez, Göran Svensson, Sergio Román & Greg Wood. (2018) Teleological sales and purchase approaches in complex business relationships – customers’ expectations before and perceptions after purchase. Journal of Business & Industrial Marketing 33:4, pages 523-538.
Crossref
Crossref
Song Yang, Siu Lung Kevin Yu & Johan Bruwer. (2018) The effect of relational benefits in loyalty programmes: Evidence from Chinese milk formula customer clubs. Journal of Consumer Behaviour 17:2, pages 211-220.
Crossref
Crossref
Kimberly Mathe, Sheila Scott-Halsell & Mary Roseman. (2013) The Role of Customer Orientation in the Relationship Between Manager Communications and Customer Satisfaction. Journal of Hospitality & Tourism Research 40:2, pages 198-209.
Crossref
Crossref
Jinsoo Hwang, Samuel Seongseop Kim & Sunghyup Sean Hyun. (2013) The role of server–patron mutual disclosure in the formation of rapport with and revisit intentions of patrons at full-service restaurants: The moderating roles of marital status and educational level. International Journal of Hospitality Management 33, pages 64-75.
Crossref
Crossref
Juhee Kang & Sunghyup Sean Hyun. (2012) Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons. International Journal of Hospitality Management 31:3, pages 772-785.
Crossref
Crossref
Shuai Yang, Yiping Song, Sixing Chen & Xin Xia. (2016) Why are Customers Loyal in Sharing-Economy Services? A Relational Benefits Perspective. SSRN Electronic Journal.
Crossref
Crossref