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An Assessment of Key Hotel Guest Contact Personnel in Handling Guest Complaints
16 references·0 citing·47 second hop
An Assessment of Key Hotel Guest Contact Personnel in Handling Guest Complaints (2000)An Assessment of Key Hotel Guest Contact …The influence of selected antecedents on frontline staff’s perceptions of service recovery performance (2000)The influence of selected ant…Antecedents to satisfaction with service recovery (2000)Antecedents to satisfaction w…An investigation into whether complaining can cause increased consumer satisfaction (2000)An investigation into whether…What is this thing called service? (1999)What is this thing called ser…Waiting for service: the effectiveness of recovery strategies (1999)Waiting for service: the effe…Linking perceived service quality and service loyalty: a multi‐dimensional perspective (1999)Linking perceived service qua…Customer loyalty: the future of hospitality marketing (1999)Customer loyalty: the future …Complaining customers, service recovery and continuous improvement (1998)Complaining customers, servic…Anger, catharsis, and purchasing behavior following aggressive customer complaints (1997)Anger, catharsis, and purchas…The effects of customer service on consumer complaining behavior (1995)The effects of customer servi…Service recovery: Impact on satisfaction and intentions (1995)Service recovery: Impact on s…Relationship marketing: Bringing quality, customer service and marketing together (1995)Relationship marketing: Bring…Total Quality Management in Services (1994)Total Quality Management in S…Total Quality Management in Services (1994)Total Quality Management in S…Relationship marketing: bringing quality, customer service and marketing together (1992)Relationship marketing: bring…Key Factors in Guest Satisfaction (1988)Key Factors in Guest Satisfac…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The contribution of emotional satisfaction to consumer loyalty (2001)Influence of Corporate Social Responsibility on Loyalty and Valuation of Services (2005)The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands (2014)Estimating Nonresponse Bias in Mail Surveys (1977)Review of Psychometric theory (2nd ed.). 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(1986)Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)A Study of the Relationships between Cognitive Appraisals and Consumption Emotions (1997)Consumer complaint behaviour of Asians and non‐Asians about hotel services (2007)Emotional expressions in online user reviews: How they influence consumers' product evaluations (2011)Roles of negative emotions in customers’ perceived helpfulness of hotel reviews on a user-generated review website (2017)Marketing Research: Methodological Foundations (1977)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Temporal destination revisit intention: The effects of novelty seeking and satisfaction (2006)Destination image and tourist loyalty: A meta-analysis (2013)Cultural tourism: An analysis of engagement, cultural contact, memorable tourism experience and destination loyalty (2017)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Climate strength: a new direction for climate research. (2002)Stakeholder Theory: The State of the Art (2010)An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)Information and Communication Technologies in Tourism 2014 (2013)Relationship marketing in consumer markets (1996)Towards a paradigm shift in marketing? An examination of current marketing practices (1997)Service quality to service loyalty: A relationship which goes beyond customer services (1998)
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References

  • 1995Relationship marketing: Bringing quality, customer service and marketing together827 cited
  • 1999Linking perceived service quality and service loyalty: a multi‐dimensional perspective767 cited
  • 1999Customer loyalty: the future of hospitality marketing678 cited
  • 1995Service recovery: Impact on satisfaction and intentions652 cited
  • 2000The influence of selected antecedents on frontline staff’s perceptions of service recovery performance551 cited
  • 2000Antecedents to satisfaction with service recovery484 cited
  • 1995The effects of customer service on consumer complaining behavior437 cited
  • 1992Relationship marketing: bringing quality, customer service and marketing together359 cited
  • 1988Key Factors in Guest Satisfaction314 cited
  • 2000An investigation into whether complaining can cause increased consumer satisfaction248 cited
  • 1999What is this thing called service?159 cited
  • 1994Total Quality Management in Services137 cited
  • 1999Waiting for service: the effectiveness of recovery strategies119 cited
  • 1997Anger, catharsis, and purchasing behavior following aggressive customer complaints118 cited
  • 1994Total Quality Management in Services

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105 cited
  • 1998Complaining customers, service recovery and continuous improvement86 cited
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