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HMGT: Journal Articles

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Journal Articles for HMGT 410

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Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction by Ogbeide, Godwin-Charles A; Böser, Stefanie; Harrinton, Robert J; Ottenbacher, Michael C.
Tourism and Hospitality Research; Vol. 17, Iss. 2, (Apr 2017): 204-216
Customer loyalty: A review and future directions with a special focus on the hospitality industry by Kandampully, Jay; Zhang, Tingting (Christina); Bilgihan, Anil.
International Journal of Contemporary Hospitality Management; Bradford Vol. 27, Iss. 3, (2015): 379-414.
Customer satisfaction and its measurement in hospitality enterprises: a revisit and update by Pizam, Abraham; Shapoval, Valeriya; Ellis, Taylor.
International Journal of Contemporary Hospitality Management; Vol. 28, Iss. 1, (2016): 2-35.
Customer satisfaction, service quality, and customer value: years 2000-2015 by Oh, Haemoon; Kim, Kawon
International Journal of Contemporary Hospitality Management; Bradford Vol. 29, Iss. 1, (2017): 2-29.
Determinants of customer relationship management: A study of five star and five star deluxe properties in NCR by Kumar, Sanjeev; Malik, Gunjan.
JOHAR; New Delhi Vol. 12, Iss. 1, (2017): 1-12.
Developing an integrated revenue management and customer relationship management approach in the hotel industry by Vaeztehrani, Amirhossein; Modarres, Mohammad; Aref, Samin.
Journal of Revenue and Pricing Management; Vol. 14, Iss. 2, (Mar 2015): 97-119.
Does standardized service fit all?: Novel service encounter in frontline employee-customer interface by Lai, John; S. Lui, Steven; H.Y. Hon, Alice
International Journal of Contemporary Hospitality Management; Bradford Vol. 26, Iss. 8, (2014): 1341-1363.
Effects of managerial response on consumer eWOM and hotel performance: Evidence from TripAdvisor by Xie, Karen L.; Zhang, Zili; Zhang, Ziqiong; Singh, Amrik; Lee, Seul Ki
International Journal of Contemporary Hospitality Management; Vol. 28, Iss. 9, (2016): 2013-2034.
Enhancing customer experience using technological innovations: A study of the Indian hotel industry by Sharma, Deependra
Worldwide Hospitality and Tourism Themes;Vol. 8, Iss. 4, (2016): 469-480
The Evolution of marketing research by Morosan, Cristian; T. Bowen, John; Atwood, Morgan.
International Journal of Contemporary Hospitality Management; Vol. 26, Iss. 5, (2014): 706-726.
Exploring how hotel guests choose self-service technologies over service staff by Chieh-Heng Ko
International Journal of Organizational Innovation. Jan2017, Vol. 9 Issue 3, p16-27
Factors influencing poor experience quality in 2-to- 5-star hotels: A content analysis of guest reviews on trip advisor by Poh Wai Choo; Cheng Ling Tan.
Global Business & Management Research. 2017 Special issue, Vol. 9, p409-425
Impact of other customers on service quality evaluation and revisit intention in hospitality services by Sarkar Sengupta, Aditi; Pillai, Sreejesh S.
International Journal of Culture, Tourism and Hospitality Research; Bradford Vol. 11, Iss. 2, (2017): 182-192
The Implications of social media on customer relationship management and the hospitality industry by Rosman, Randal; Stuhura, Kurt
Journal of Management Policy and Practice; Vol. 14, Iss. 3, (Jun 2013): 18-26.
Linkage between frontline employee service competence scale and customer perceptions of service quality by Wu, Yu-Chi; Tsai, Chin-Shih; Hsiung, Hsiao-Wen; Chen, Kuan-Ying
The Journal of Services Marketing; Santa Barbara Vol. 29, Iss. 3, (2015): 224-234.
Management services in hospitality industry by Tisca, I. A.; Dumitrescu, C. D.; Cornu, G.; Istrat, N.
Managerial Challenges of the Contemporary Society. 2015, Vol. 8 Issue 2, p175-178
Social media as a tool to enhance customer experience in hospitality industry by Veríssimo, Medéia; Menezes, Natalia.
Revista Portuguesa de Marketing; Vol. 38, Iss. 34, (2015): 23-30.
Social media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance? by Kim, Woo Gon; Park, Seo Ah.
International Journal of Contemporary Hospitality Management; Bradford Vol. 29, Iss. 2, (2017): 784-802.
Using big data and text analytics to understand how customer experiences posted on Yelp.com impact the hospitality industry by Ting, Pei-Ju Lucy; Chen, Szu-Ling; Chen, Hsiang; Fang, Wen-Chang.
Contemporary Management Research; Vol. 13, Iss. 2, (Jun 2017): 107-130.