Citations (21)
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Prachi Thakur, Catheryn Khoo & Wut Yee Kyi Pyar. (2023) Diversity training: where are we, and where should we be heading? A systematic literature review. Tourism Recreation Research 48:5, pages 725-748.
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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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Zhenpeng Luo & Hailin Qu. (2016) Guest-Defined Hotel Service Quality and Its Impacts on Guest Loyalty. Journal of Quality Assurance in Hospitality & Tourism 17:3, pages 311-332.
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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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Seongseop Kim, Statia Elliot, Rob Law & Kaye Chon. (2014) Differences in Expectations and Perceptions Between Hospitality Providers and International Customers: The Case of Korean and Japanese Group Tourists in Thai Hotels. International Journal of Hospitality & Tourism Administration 15:2, pages 121-149.
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Jong-Hyeong Kim. (2013) A cross-cultural comparison of memorable tourism experiences of American and Taiwanese college students. Anatolia 24:3, pages 337-351.
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Samuel Seongseop Kim & Bob McKercher. (2011) The Collective Effect of National Culture and Tourist Culture on Tourist Behavior. Journal of Travel & Tourism Marketing 28:2, pages 145-164.
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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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ScottR. Swanson & MaxwellK. Hsu. (2009) CRITICAL INCIDENTS IN TOURISM: FAILURE, RECOVERY, CUSTOMER SWITCHING, AND WORD‐OF‐MOUTH BEHAVIORS. Journal of Travel & Tourism Marketing 26:2, pages 180-194.
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Articles from other publishers (12)
Prachi Thakur & Rajib Lochan Dhar. (2022) Impact of diversity training on employees and consumers: A review and research agenda. International Journal of Consumer Studies 46:5, pages 1665-1690.
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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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Danny Woosik Choi, Seoki Lee & Michelle Alcorn. (2020) Influence of culture on purchase decision: Integrative models development of amusement park customers. International Journal of Hospitality Management 87, pages 102502.
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Dongyun Oh, Michelle (Myongjee) Yoo & Yooyang Lee. (2019) A holistic view of the service experience at coffee franchises: A cross-cultural study. International Journal of Hospitality Management 82, pages 68-81.
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Jong-Hyeong Kim & SooCheong (Shawn) Jang. (2016) Factors affecting memorability of service failures: a longitudinal analysis. International Journal of Contemporary Hospitality Management 28:8, pages 1676-1701.
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Ceyda Tanrikulu & Levent Gelibolu. 2015. Handbook of Research on Global Business Opportunities. Handbook of Research on Global Business Opportunities
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Silvia Sanz Blas & Elena Carvajal-Trujillo. (2014) Cruise passengers' experiences in a Mediterranean port of call. The case study of Valencia. Ocean & Coastal Management 102, pages 307-316.
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Priyanko Guchait, Ayşın Paşamehmetoğlu & Mary Dawson. (2014) Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance. International Journal of Hospitality Management 41, pages 28-37.
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Mimi Li. (2012) Cross-Cultural Tourist Research: A Meta-Analysis. Journal of Hospitality & Tourism Research 38:1, pages 40-77.
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Lloyd C. Harris. (2012) ‘RIPPING OFF’ TOURISTS: AN EMPIRICAL EVALUATION OF TOURISTS’ PERCEPTIONS AND SERVICE WORKER (MIS)BEHAVIOR. Annals of Tourism Research 39:2, pages 1070-1093.
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Kristen Bell DeTienne & Aaron Brough. 2012. Service Science Research, Strategy and Innovation. Service Science Research, Strategy and Innovation
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Vincent P. Magnini & Kiran Karande. (2009) The influences of transaction history and thank you statements in service recovery. International Journal of Hospitality Management 28:4, pages 540-546.
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