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Returning good for evil: A study of customer incivility and extra-role customer service Journal article
International Journal of Hospitality Management, 2019,Volume: 81,Page: 65-72
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite | View/Download:21/0 | TC[WOS]:4 TC[Scopus]:10 | Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
Returning good for evil: A study of customer incivility and extra-role customer service Journal article
International Journal of Hospitality Management, 2019,Volume: 81,Page: 65-72
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite | View/Download:14/0 | TC[WOS]:4 TC[Scopus]:10 | Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters Journal article
International Journal of Contemporary Hospitality Management, 2019,Volume: 31,Issue: 3,Page: 1309-1329
Authors:  Luo,Jiaqi (Gemma);  Wong,Ip Kin Anthony;  King,Brian;  Liu,Matthew Tingchi;  Huang,Guo Qiong
Favorite | View/Download:11/0 | TC[WOS]:6 TC[Scopus]:14 | Submit date:2019/08/01
China  Co-creation  Service quality  
Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters Journal article
International Journal of Contemporary Hospitality Management, 2019,Volume: 31,Issue: 3,Page: 1309-1329
Authors:  Luo,Jiaqi (Gemma);  Wong,Ip Kin Anthony;  King,Brian;  Liu,Matthew Tingchi;  Huang,Guo Qiong
Favorite | View/Download:17/0 | TC[WOS]:6 TC[Scopus]:14 | Submit date:2019/08/15
China  Co-creation  Service quality  
Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters Journal article
International Journal of Contemporary Hospitality Management, 2019,Volume: 31,Issue: 3,Page: 1309-1329
Authors:  Luo,Jiaqi (Gemma);  Wong,Ip Kin Anthony;  King,Brian;  Liu,Matthew Tingchi;  Huang,Guo Qiong
Favorite | View/Download:7/0 | TC[WOS]:6 TC[Scopus]:14 | Submit date:2019/08/15
China  Co-creation  Service quality  
How To Solve Inter-Client Conflicts In Service Encounters? Conference paper
ANZMAC 2014 Proceedings, Brisbane, Australia, December 1-3, 2014
Authors:  Xuehua Wang;  Cheris W.C. Chow;  Siu Fong Isabel Fu
Favorite | View/Download:9/0 | TC[WOS]:0 TC[Scopus]:0 | Submit date:2019/11/01