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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：7/0 | TC[WOS]:6 TC[Scopus]:16 | 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：12/0 | TC[WOS]:6 TC[Scopus]:16 | 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]:16 | 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 |
