Guests’ reactions to in-room sustainability initiatives: an experimental look at product performance and guest satisfaction / Alex M. Susskind
Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry / Davoud Nikbin [et al.]
Ainda temos muito espaço para crescer / Patrícia Afonso
Inter-Satisfaction between website and automated call distribution (ACD) systems / Martin Yongho Hyun, Hyeon-Cheol Kim, Robert Martin O’Keefe
The impact of frontline employees’ work–family conflict on customer satisfaction: the mediating role of exhaustion and emotional displays / Xinyuan (Roy) Zhao, Anna S. Mattila, Nei Na Ngan
Domaine de Versailles: à la conquête du public français / Denis Verdier-Magneau
Drivers of customer relationships in quick-service restaurants: the role of corporate social responsibility / Krist R. Swimberghe, Barbara Ross Wooldridge
Segmenting festival visitors using psychological commitment / Jenny (Jiyeon) Lee, Gerard T. Kyle
Behavioral intentions of international visitors to the Korean hanog guest houses: Quality, value and satisfaction / WooMi Jo, Choong-Ki Lee, Yvette Reisinger
L'échange de logement, c'est beaucoup plus qu'un bon plan de vacances! / Roberta Garibaldi, Francesca Forni