haku: @indexterm service management / yhteensä: 228
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1.
Customer knowledge enabled innovation capability: proposing a measurement scale
Journal of Knowledge Management
2011 : VOL. 15:4, p. 648-674
 2011 Belkahla, W.
Triki, A.
2.
Effects of perceived service fairness on emotions, and behavioral intentions in restaurants
European Journal of Marketing
2010 : VOL 44:9/10, p. 1233-1259
 2010 Namkung, Y.
Jang, S. C.
3.
An examination of explanation typology on perceived informational fairness in the context of air travel
Journal of Travel & Tourism Marketing
2009 : VOL 26:8, p. 795-805
 2009 Wang, C.
Mattila, A. S.
Bartlett, A.
4.
Service failure and recovery in an all-suite hotel/serviced apartment context: a case study
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 195-199
 2009 Weber, K.
5.
Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 180-194
 2009 Swanson, S. R.
Hsu, M. K.
6.
A storytelling perspective on online customer reviews reporting service failure and recovery
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 169-179
 2009 Black, H. G.
Kelley, S. W.
7.
An analysis of corporate e-mail communication as part of airlines' service recovery strategy
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 156-168
 2009 Dickinger, A.
Bauernfeind, U.
8.
Enough is enough! Or is it? Factors that impact switching intentions in extended travel service transactions
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 144-155
 2009 Coulter, K. S.
9.
Dealing with service failures: the use of explanations
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 129-143
 2009 Bradley, G. L.
Sparks, B. A.
10.
The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 120-128
 2009 Mattila, A. S.
Cho, W.
Ro, H.
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