| 1770666 |
Joy and disappointment in the hotel experience: managing relationship segments
Michael D. Johnson, Line Lervik Olsen, Tor Wallin Andreassen
(pp. 4-30)
Keywords:
Customer relations,
Customer satisfaction,
Customer services quality,
Individual psychology,
Market segmentation
ArticleType: Research paper
View HTML
|
View PDF
(169 KB)
| Reprints & Permissions
|
| 1770667 |
Consumer reaction to crowding for extended service encounters
Breffni M. Noone, Anna S. Mattila
(pp. 31-41)
Keywords:
Consumer bahviour,
Customer satisfaction,
Restaurants,
Shops
ArticleType: Research paper
View HTML
|
View PDF
(99 KB)
| Reprints & Permissions
|
| 1770668 |
The impact of the recovery paradox on retailer-customer relationships
Randi Priluck, Vishal Lala
(pp. 42-59)
Keywords:
After sales service,
Customer relations,
Customer satisfaction
ArticleType: Research paper
View HTML
|
View PDF
(159 KB)
| Reprints & Permissions
|
| 1770669 |
Symptoms of burnout and service recovery performance: The influence of job resourcefulness
Michel Rod, Nicholas J. Ashill
(pp. 60-84)
Keywords:
Call centres,
Stress,
Surveys
ArticleType: Research paper
View HTML
|
View PDF
(173 KB)
| Reprints & Permissions
|
| 1770670 |
Signaling intrinsic service quality and value via accreditation and certification
Rhett H. Walker, Lester W. Johnson
(pp. 85-105)
Keywords:
Asset valuation,
Competences,
Qualifications,
Quality
ArticleType: Research paper
View HTML
|
View PDF
(196 KB)
| Reprints & Permissions
|
| 1770671 |
Bridge over troubled water or long and winding road?: Gap-5 in airline service quality performance measures
Vinh Sum Chau, Yu-Ying Kao
(pp. 106-134)
Keywords:
Airlines,
Customer satisfaction,
Customer services quality,
Performance management,
SERVQUAL
ArticleType: Research paper
View HTML
|
View PDF
(191 KB)
| Reprints & Permissions
|
Logout
Backfiles 
EarlyCite