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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
作者:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
收藏  |  浏览/下载:8/0  |  提交时间: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
作者:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
收藏  |  浏览/下载:4/0  |  提交时间: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
作者:  Luo,Jiaqi (Gemma);  Wong,Ip Kin Anthony;  King,Brian;  Liu,Matthew Tingchi;  Huang,Guo Qiong
收藏  |  浏览/下载:4/0  |  提交时间: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
作者:  Luo,Jiaqi (Gemma);  Wong,Ip Kin Anthony;  King,Brian;  Liu,Matthew Tingchi;  Huang,Guo Qiong
收藏  |  浏览/下载:0/0  |  提交时间: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
作者:  Luo,Jiaqi (Gemma);  Wong,Ip Kin Anthony;  King,Brian;  Liu,Matthew Tingchi;  Huang,Guo Qiong
收藏  |  浏览/下载:1/0  |  提交时间:2019/08/01
China  Co-creation  Service quality