Customer satisfaction and its measurement in hospitality enterprises: a revisit and update
Purpose This paper aims to review and discuss customer satisfaction and its application to
the hospitality and tourism industries. This paper defines the concept and analyzes its …
the hospitality and tourism industries. This paper defines the concept and analyzes its …
Four decades of frontline service employee research: an integrative bibliometric review
We conducted a comprehensive review of empirical research related to frontline service
employees over the past four decades (1980-2020). Utilizing a bibliometric mapping …
employees over the past four decades (1980-2020). Utilizing a bibliometric mapping …
The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning
B Kurdi, M Alshurideh… - Management Science …, 2020 - m.growingscience.com
Employee satisfaction is significant when it comes to define organizational success,
particularly in the service industry. The need to enhance employee satisfaction is critical …
particularly in the service industry. The need to enhance employee satisfaction is critical …
How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy
Building a favorable sensory brand experience is crucial in services settings to strengthen
the competitive position of a brand and its equity. However, little empirical research exists in …
the competitive position of a brand and its equity. However, little empirical research exists in …
Orchestrating firm-specific resource integration to achieve customer service performance: an investigation in the hotel context
GP Rini, A Kusumawardhani - International Journal of Innovation …, 2023 - emerald.com
Purpose This study aims to identify factors that can improve customer service performance
by verifying the relationships between these factors, such as customer orientation, firm …
by verifying the relationships between these factors, such as customer orientation, firm …
Corporate social responsibility (CSR) as a customer satisfaction and retention strategy in the chain restaurant sector
This study intended to frame the specific role of corporate social responsibility (CSR) in
customer retention process by taking into account the mediating impact of brand attitude …
customer retention process by taking into account the mediating impact of brand attitude …
Understanding the influence of the perceived risk of the coronavirus disease (COVID-19) on the post-traumatic stress disorder and revisit intention of hotel guests
This study examines consumers' perceived risks of COVID-19 to develop a solid theoretical
framework that explains their behavioral intentions relating to COVID-19. It also explores the …
framework that explains their behavioral intentions relating to COVID-19. It also explores the …
Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success
Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …
stability after service failure or success | Emerald Insight Books and journals Case studies …
Revisiting the supermarket in-store customer shopping experience
NS Terblanche - Journal of Retailing and Consumer Services, 2018 - Elsevier
Marketing academics and practitioners agree on customer experience as a means for
differentiation. The customer experience is challenging for retailers because it is influenced …
differentiation. The customer experience is challenging for retailers because it is influenced …
How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Analyzing the roles of empathy, affective commitment …
In the past few decades, a growth in ethical consumerism has led brands to increasingly
develop conscientiousness and depict ethical image at a corporate level. However, most of …
develop conscientiousness and depict ethical image at a corporate level. However, most of …