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Customer Service Marketing: Managing the Customer Experience

1, 2023

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From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry

International journal of contemporary hospitality management, 2013-07, Vol.25 (5), p.642-659

2013

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Why great service is difficult to achieve: insights from theory and practice

International journal of contemporary hospitality management, 2024-01, Vol.36 (1), p.41-70

Torres, Edwin N.

2024

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Online-to-Offline Interactions and Online Community Life Cycles: A Longitudinal Study of Shared Leisure Activities

Leisure sciences, 2020-01, Vol.42 (1), p.32-50

Torres, Edwin N.

2020

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Guest interactions and the formation of memorable experiences: an ethnography

International journal of contemporary hospitality management, 2016-01, Vol.28 (10), p.2132-2155

Torres, Edwin N.

2016

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Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry

Journal of hospitality marketing & management, 2017-01, Vol.26 (1), p.48-66

2017

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Are there gender differences in what drives customer delight?

Tourism review (Association internationale d'experts scientifiques du tourisme), 2014-11, Vol.69 (4), p.297-309

2014

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Hungry for food and community: A study of visitors to food and wine festivals

Journal of vacation marketing, 2022-07, Vol.28 (3), p.366-384

2022

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Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective

International journal of hospitality management, 2014-01, Vol.36, p.255-262

2014

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The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes

International journal of contemporary hospitality management, 2017-01, Vol.29 (6), p.1599-1618

2017

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Hiring manager’s evaluations of asynchronous video interviews: The role of candidate competencies, aesthetics, and resume placement

International journal of hospitality management, 2018-09, Vol.75, p.86-93

2018

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Asynchronous video interviews in the hospitality industry: Considerations for virtual employee selection

International journal of hospitality management, 2017-02, Vol.61, p.4-13

2017

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Customer emotions minute by minute: How guests experience different emotions within the same service environment

International journal of hospitality management, 2019-01, Vol.77, p.128-138

2019

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Deconstructing Service Quality and Customer Satisfaction: Challenges and Directions for Future Research

Journal of hospitality marketing & management, 2014-01, Vol.23 (6), p.652-677

Torres, Edwin N.

2014

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The Influence of Others on the Vacation Experience: An Ethnographic Study of Psychographics, Decision Making, and Group Dynamics Among Young Travelers

Journal of hospitality marketing & management, 2015-11, Vol.24 (8), p.826-856

Torres, Edwin N.

2015

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The adventurous tourist amidst a pandemic: Effects of personality, attitudes, and affect

Journal of vacation marketing, 2022-10, Vol.28 (4), p.424-438

2022

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Implementation and normalization process of asynchronous video interviewing practices in the hospitality industry

International journal of contemporary hospitality management, 2018-02, Vol.30 (2), p.685-701

2018

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Let’s ‘Meetup’ at the theme park

Journal of vacation marketing, 2017-04, Vol.23 (2), p.159-171

2017

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Consumer-led experience customization: a socio-spatial approach

Journal of service management, 2018-03, Vol.29 (2), p.206-229

2018

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No vacation needed: an exploration on why American hospitality workers won't use up their vacation days

Journal of human resources in hospitality & tourism, 2021-04, Vol.20 (2), p.222-248

2021

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One experience and multiple reviews: the case of upscale US hotels

Tourism review (Association internationale d'experts scientifiques du tourisme), 2013-08, Vol.68 (3), p.3-20

2013

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Stars, diamonds, and other shiny things: The use of expert and consumer feedback in the hotel industry

Journal of hospitality and tourism management, 2014, Vol.21, p.34-43

2014

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Towards understanding the effects of time and emotions on the vacation experience

Tourism review (Association internationale d'experts scientifiques du tourisme), 2017-01, Vol.72 (4), p.357-374

2017

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The impact of wearable devices on employee wellness programs: A study of hotel industry workers

International journal of hospitality management, 2021-02, Vol.93, p.102769, Article 102769

2021

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The evolution of the customer delight construct: Prior research, current measurement, and directions for future research

International journal of contemporary hospitality management, 2018-01, Vol.30 (1), p.57-75

2018

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Customer Service Marketing: Managing the Customer Experience

From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry

Why great service is difficult to achieve: insights from theory and practice

Online-to-Offline Interactions and Online Community Life Cycles: A Longitudinal Study of Shared Leisure Activities

Guest interactions and the formation of memorable experiences: an ethnography

Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry

Are there gender differences in what drives customer delight?

Hungry for food and community: A study of visitors to food and wine festivals

Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective

The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes

Hiring manager’s evaluations of asynchronous video interviews: The role of candidate competencies, aesthetics, and resume placement

Asynchronous video interviews in the hospitality industry: Considerations for virtual employee selection

Customer emotions minute by minute: How guests experience different emotions within the same service environment

Deconstructing Service Quality and Customer Satisfaction: Challenges and Directions for Future Research

The Influence of Others on the Vacation Experience: An Ethnographic Study of Psychographics, Decision Making, and Group Dynamics Among Young Travelers

The adventurous tourist amidst a pandemic: Effects of personality, attitudes, and affect

Implementation and normalization process of asynchronous video interviewing practices in the hospitality industry

Let’s ‘Meetup’ at the theme park

Consumer-led experience customization: a socio-spatial approach

No vacation needed: an exploration on why American hospitality workers won't use up their vacation days

One experience and multiple reviews: the case of upscale US hotels

Stars, diamonds, and other shiny things: The use of expert and consumer feedback in the hotel industry

Towards understanding the effects of time and emotions on the vacation experience

The impact of wearable devices on employee wellness programs: A study of hotel industry workers

The evolution of the customer delight construct: Prior research, current measurement, and directions for future research

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