Mimicking menu choices : menu choice failure and blame attribution of Korean customer

von Seo, Sunhee
Veröffentlicht in International journal of hospitality management (2020)

The service experiencescape

von Baker, Melissa A.
Veröffentlicht in The Routledge handbook of tourism experience management and marketing (2020)

Dealing with customer incivility : the effects of managerial support on employee psychological well-being and quality-of-life

von Baker, Melissa A.
Veröffentlicht in International journal of hospitality management (2020)

Managing service failure and recoveries

von Kim, Kawon Kathy
Veröffentlicht in The Routledge handbook of tourism experience management and marketing (2020)

Other customer service failures : emotions, impacts, and attributions

von Baker, Melissa A.
Veröffentlicht in Journal of hospitality & tourism research (2018)

The role of language, appearance, and smile on perceptions of authenticity versus rapport

von Baker, Melissa A.
Veröffentlicht in International journal of hospitality management (2018)

Special double issue: hospitality, healthcare, and design

Veröffentlicht 2018

Impact of dark patterns on consumers' perceived fairness and attitude : moderating effects of types of dark patterns, social proof, and moral identity

von Kim, Kawon Kathy
Veröffentlicht in Tourism management (2023)

Workplace incivility in restaurants : who's the real victim? : employee deviance and customer reciprocity

von Jin, Dan
Veröffentlicht in International journal of hospitality management (2020)

From overt to covert : exploring discrimination against homosexual consumers in retail stores

von Rosenbaum, Mark
Veröffentlicht in Journal of retailing and consumer services (2021)

An interactive service recovery framework combining demand and supply approaches

von Jin, Dan
Veröffentlicht in International journal of hospitality management (2023)