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To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Journal of service research : JSR, 2021-08, Vol.24 (3), p.354-371

2021

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How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships?

Journal of retailing, 2015-03, Vol.91 (1), p.140-153

2015

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Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive

International journal of hospitality management, 2014-09, Vol.42, p.20-31

2014

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How do resource scarcity reminders influence consumers’ CSR engagement?

International journal of contemporary hospitality management, 2024-04, Vol.36 (6), p.1963-1979

2024

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Reducing Resistance to Sponsorship Disclosure: The Role of Experiential Versus Material Posts

Journal of travel research, 2024-04, Vol.63 (4), p.959-973

2024

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Current Knowledge and Research Directions of Responsible Tourism and Hospitality: A Review and Research Agenda

Journal of hospitality & tourism research (Washington, D.C.), 2024-05, Vol.48 (4), p.783-798

2024

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The Impact of Power on Service Customers’ Willingness to Post Online Reviews

Journal of service research : JSR, 2016-05, Vol.19 (2), p.224-238

2016

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Do affluent customers care when luxury brands go mass?: The role of product type and status seeking on luxury brand attitude

International journal of contemporary hospitality management, 2014-01, Vol.26 (4), p.526-543

2014

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Effects of Gender and Expertise on Consumers’ Motivation to Read Online Hotel Reviews

Cornell hospitality quarterly, 2011-11, Vol.52 (4), p.399-406

2011

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Are attractive reviewers more persuasive? Examining the role of physical attractiveness in online reviews

The Journal of consumer marketing, 2019-09, Vol.36 (6), p.728-739

2019

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The role of store environmental stimulation and social factors on impulse purchasing

The Journal of services marketing, 2008-10, Vol.22 (7), p.562-567

2008

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Using mindsets to boost health: how construal level and goal pursuit shape health message effectiveness on cessation behaviors

European journal of marketing, 2022-11, Vol.56 (12), p.3197-3226

2022

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Congruency of scent and music as a driver of in-store evaluations and behavior

Journal of retailing, 2001-06, Vol.77 (2), p.273-289

2001

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Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

The Journal of services marketing, 2013-08, Vol.27 (5), p.361-370

2013

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Aww effect: Engaging consumers in “non-cute” prosocial initiatives with cuteness

Journal of business research, 2021-03, Vol.126, p.209-220

2021

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An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships

Tourism management (1982), 2010-12, Vol.31 (6), p.777-787

2010

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The effects of promotion framing on consumers' price perceptions: The moderating role of a personal sense of power

Journal of service management, 2014-01, Vol.25 (1), p.149-160

2014

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Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

Journal of service research : JSR, 2004-05, Vol.6 (4), p.336-346

2004

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The Impact of Status Seeking on Consumers’ Word of Mouth and Product Preference—A Comparison Between Luxury Hospitality Services and Luxury Goods

Journal of hospitality & tourism research (Washington, D.C.), 2017-01, Vol.41 (1), p.3-22

2017

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Discrete emotional responses and face-to-face complaining: The joint effect of service failure type and culture

International journal of hospitality management, 2020-09, Vol.90, p.102613, Article 102613

2020

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Consumer envy during service encounters

The Journal of services marketing, 2016-05, Vol.30 (3), p.359-372

2016

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The impact of mood states and surprise cues on satisfaction

International journal of hospitality management, 2010-09, Vol.29 (3), p.432-436

2010

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Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence

Journal of service research : JSR, 2021-08, Vol.24 (3), p.323-328

2021

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The Effects of Internal and External Reference Prices on Travelers’ Price Evaluations

Journal of travel research, 2018-11, Vol.57 (8), p.1068-1077

2018

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Consumer responses to savings message framing

Annals of tourism research, 2020-09, Vol.84, p.102998-102998, Article 102998

2020

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To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships?

Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive

How do resource scarcity reminders influence consumers’ CSR engagement?

Reducing Resistance to Sponsorship Disclosure: The Role of Experiential Versus Material Posts

Current Knowledge and Research Directions of Responsible Tourism and Hospitality: A Review and Research Agenda

The Impact of Power on Service Customers’ Willingness to Post Online Reviews

Do affluent customers care when luxury brands go mass?: The role of product type and status seeking on luxury brand attitude

Effects of Gender and Expertise on Consumers’ Motivation to Read Online Hotel Reviews

Are attractive reviewers more persuasive? Examining the role of physical attractiveness in online reviews

The role of store environmental stimulation and social factors on impulse purchasing

Using mindsets to boost health: how construal level and goal pursuit shape health message effectiveness on cessation behaviors

Congruency of scent and music as a driver of in-store evaluations and behavior

Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

Aww effect: Engaging consumers in “non-cute” prosocial initiatives with cuteness

An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships

The effects of promotion framing on consumers' price perceptions: The moderating role of a personal sense of power

Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

The Impact of Status Seeking on Consumers’ Word of Mouth and Product Preference—A Comparison Between Luxury Hospitality Services and Luxury Goods

Discrete emotional responses and face-to-face complaining: The joint effect of service failure type and culture

Consumer envy during service encounters

The impact of mood states and surprise cues on satisfaction

Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence

The Effects of Internal and External Reference Prices on Travelers’ Price Evaluations

Consumer responses to savings message framing

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