Traženo po: service recovery
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1. članak / article A cross-national comparison of consumer perceptions of service recovery ...
Lee, Kyuho. A cross-national comparison of consumer perceptions of service recovery / Kyuho Lee, Mahmood A. Khan, Jae-Youn Ko. - 2008. // Journal of travel & tourism marketing OTPIS 2021. Vol. 24 (2008), No. 1
2. članak / article A storytelling perspective on online customer reviews reporting service failure and recovery ...
Black, Hulda G.. A storytelling perspective on online customer reviews reporting service failure and recovery / Hulda G. Black, Scott W. Kelley. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
3. članak / article Airline relationship quality: an examination of Taiwanese passengers ...
Cheng, Jao-Hong. Airline relationship quality: an examination of Taiwanese passengers / Jao-Hong Cheng, Fang-Yuan Chen, Yu-Hern Chang. - 2008. // Tourism management : research - policies - practice. Vol. 29 (2008), No. 3
4. članak / article An analysis of corporate e-mail communication as part of airlines' service recovery strategy ...
Dickinger, Astrid. An analysis of corporate e-mail communication as part of airlines' service recovery strategy / Astrid Dickinger, Ulrike Bauernfeind. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
5. članak / article An analysis of one-star online reviews and responses in the Washington, D.C., lodging market ...
Levy, Stuart E.. An analysis of one-star online reviews and responses in the Washington, D.C., lodging market / Stuart E. Levy, Wenjing Duan, Soyoung Boo. - 2013. // The Cornell Hotel and restaurant administration quarterly. Vol. 54 (2013), No. 1
6. članak / article An assessment of key hotel guest contact personnel in handling guest complaints ...
Tantawy, Alaa. An assessment of key hotel guest contact personnel in handling guest complaints / Alaa Tantawy, Erwin Losekoot. - 2000. // Journal of quality assurance in hospitality & tourism. Vol. 1 (2000), No. 4
7. članak / article An examination of explanation typology on perceived informational fairness in teh context of air travel ...
Wang, Chen-ya. An examination of explanation typology on perceived informational fairness in teh context of air travel / Chen-ya Wang, Anna S. Mattila, Albert Bartlett. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 8
8. članak / article Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors ...
Swanson, Scott R.. Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors / Scott R. Swanson, Maxwell K. Hsu. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
9. članak / article Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviours ...
Yuksel, Atila. Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviours / Atila Yuksel, Ugur K. Kiline, Fisun Yuksel. - 2006. // Tourism management : research - policies - practice. Vol. 27 (2006), No. 1
10. članak / article Customer complaints and organizational responses: a study of hotel guests in Northern Cyprus ...
Customer complaints and organizational responses: a study of hotel guests in Northern Cyprus / Ugur Yavas ... [et al.]. - 2004. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 2-3
11. članak / article Customer evaluations of tour operators responses to their complaints ...
Schoefer, Klaus. Customer evaluations of tour operators responses to their complaints / Klaus Schoefer, Christine Ennew. - 2004. // Journal of travel & tourism marketing OTPIS 2021. Vol. 17 (2004), No. 1
12. članak / article Customer vote with their forks: consumer complaining behavior in the restaurant industry ...
Wildes, Vivienne J.. Customer vote with their forks: consumer complaining behavior in the restaurant industry / Vivienne J. Wildes, Won Seo. - 2001. // International journal of hospitality and tourism administration. Vol. 2 (2001), No. 2
13. članak / article Dealing with service failures: the use of explanations ...
Bradley, Graham L.. Dealing with service failures: the use of explanations / Graham L. Bradley, Beverly A. Sparks. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
14. članak / article Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry ...
Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry / Davoud Nikbin ... [et al.]. - 2014. // Journal of travel & tourism marketing OTPIS 2021. Vol. 31 (2014), No. 7-8
15. članak / article Factors affecting customer satisfaction in repsonses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed ...
Min, Hyounae. Factors affecting customer satisfaction in repsonses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed / Hyounae Min, Yumi Lim, Vincent P. Magnini. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 2
16. članak / article Hotel guests' cumulative satisfaction updating process in the context of service failure and service recovery ...
Fu, Yao-Yi. Hotel guests' cumulative satisfaction updating process in the context of service failure and service recovery / Yao-Yi Fu, Daniel Mount. - 2007. // International journal of hospitality and tourism administration. Vol. 8 (2007), No. 1
17. članak / article Hotel guests' responses to service recovery: how loyalty influences guest behavior ...
Zoghbi-Manrique-de-Lara, Pablo. Hotel guests' responses to service recovery: how loyalty influences guest behavior / Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suarez-Acosta, Teresa Aguiar-Quintana. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 2
18. članak / article Investigating the effect of service quality on customer loyalty in the hotel industry: the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value ...
Investigating the effect of service quality on customer loyalty in the hotel industry: the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value / Nien-Te Kuo ... [et al.]. - 2013. // Journal of China tourism research. Vol. 9 (2013), No. 1-2-3-4
19. članak / article Key determinants of passenger loyalty in the low-cost airline business ...
Key determinants of passenger loyalty in the low-cost airline business / Raphael K. Akamavi ... [et al.]. - 2015. // Tourism management : research - policies - practice. Vol. 46 (2015)
20. članak / article Nonverbal service behavior and customer's affective assessment ...
Yuksel, Atila. Nonverbal service behavior and customer's affective assessment / Atila Yuksel. - 2008. // Journal of quality assurance in hospitality & tourism. Vol. 9 (2008), No. 1
21. članak / article Putting the dollar signs on quality: the benefits of service recovery in the hotel industry ...
Mount, Daniel J.. Putting the dollar signs on quality: the benefits of service recovery in the hotel industry / Daniel J. Mount. - 2012. // Journal of quality assurance in hospitality & tourism. Vol. 13 (2012), No. 2
22. članak / article Recovery strategies for service failures: the case of restaurants ...
Recovery strategies for service failures: the case of restaurants / Ilan Silber ... [et al.]. - 2009. // Journal of hospitality marketing & management. Vol. 18 (2009), No. 7
23. članak / article Service problems, service crises and service disasters ...
Laws, Eric. Service problems, service crises and service disasters / Eric Laws. - 2001. // Journal of quality assurance in hospitality & tourism. Vol. 2 (2001), No. 1-2
24. članak / article Service quality in the hotel industry : when cultural contexts matter ...
Ching-Yick Tse, Eliza. Service quality in the hotel industry : when cultural contexts matter / Eliza Ching-Yick Tse, Suk-Ching Ho. - 2009. // The Cornell Hotel and restaurant administration quarterly. Vol. 50 (2009), No. 4
25. članak / article Service recovery paradox: implications from an experimental study in a restaurant setting ...
Ok, Chihyung. Service recovery paradox: implications from an experimental study in a restaurant setting / Chihyung Ok, Ki-Joon Back, Carol W. Shanklin. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 3
26. članak / article Service recovery readiness in Australian hospitality and leisure operations: a conceptual framework and findings from an exploratory study ...
Service recovery readiness in Australian hospitality and leisure operations: a conceptual framework and findings from an exploratory study / Ji-Hyun (Kelly) Suh... [et al.]. - 2005. // Journal of quality assurance in hospitality & tourism. Vol. 6 (2005), No. 1-2
27. članak / article Service system: a strategic approach to gain a competitive advantage in the hospitality and tourism industry ...
Kandampully, Jay. Service system: a strategic approach to gain a competitive advantage in the hospitality and tourism industry / Jay Kandampully, Ria Duddy. - 2001. // International journal of hospitality and tourism administration. Vol. 2 (2001), No. 1
28. članak / article Shining examples of service when the lights went out: hotel employees and service recovery during the blackout of 2003 ...
Kwortnik, Robert J.. Shining examples of service when the lights went out: hotel employees and service recovery during the blackout of 2003 / Robert J. Kwortnik. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2
29. članak / article The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels ...
Kim, Taegoo (Terry). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels / Taegoo (Terry) Kim, Woo Gon Kim, Hong-Bumm Kim. - 2009. // Tourism management : research - policies - practice. Vol. 30 (2009), No. 1
30. članak / article The effects of service recovery on repeat patronage ...
Leong, Jerrold K.. The effects of service recovery on repeat patronage / Jerrold K. Leong, Woo Gon Kim, Sunny Ham. - 2002. // Journal of quality assurance in hospitality & tourism. Vol. 3 (2002), No. 1-2
31. članak / article The impact of timeliness on complaint satisfaction in the context of call-centers ...
Mattila, Anna S.. The impact of timeliness on complaint satisfaction in the context of call-centers / Anna S. Mattila, Daniel J. Mount. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 3
32. članak / article The importance of error management culture in organizations: the impact on employee helping behaviors during service failures and recoveries in restaurants ...
Guchait, Priyanko. The importance of error management culture in organizations: the impact on employee helping behaviors during service failures and recoveries in restaurants / Priyanko Guchait, Aysin Pasamehmetoglu, Jeanna Lanza-Abbott. - 2015. // Journal of human resources in hospitality and tourism. Vol. 14 (2015), No. 1
33. članak / article The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain ...
Gil, Sergio Moreno. The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain / Sergio Moreno Gil, Simon Hudson, Teresa Aguilar Quintana. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2
34. članak / article The relationship of reliability and recovery to satisfaction and return intent at the hotel unit level ...
Mount, Daniel J.. The relationship of reliability and recovery to satisfaction and return intent at the hotel unit level / Daniel J. Mount, Anna Mattila. - 2009. // Journal of quality assurance in hospitality & tourism. Vol. 10 (2009), No. 4
35. članak / article The use of student subjects in hospitality research: insights from subjective knowledge ...
Ro, Heejung. The use of student subjects in hospitality research: insights from subjective knowledge / Heejung Ro, Marketa Kubickova. - 2013. // Journal of quality assurance in hospitality & tourism. Vol. 14 (2013), No. 3-4
36. članak / article There is no 'i' in recovery: managements' perspective of service recovery ...
There is no 'i' in recovery: managements' perspective of service recovery / Kevin Murphy ... [et al.]. - 2015. // Journal of quality assurance in hospitality & tourism. Vol. 16 (2015), No. 3-4
37. članak / article Towards the development of a lodging service recovery strategy ...
O'Neill, John W.. Towards the development of a lodging service recovery strategy / John W. O'Neill, Anna S. Mattila. - 2004. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 1
38. članak / article When customers complain: the value of customer orientation in service recovery ...
Jung-Eun Yoo, Joanne. When customers complain: the value of customer orientation in service recovery / Joanne Jung-Eun Yoo, Taegoo Terry Kim, Gyehee Lee. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 4
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