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Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions

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Cited by:

  1. Mustabsar Awais & Muhammad Shaukat Malik & Amina Qaisar, 2015. "A Review: The Job Satisfaction Act as Mediator between Spiritual Intelligence and Organizational Commitment," International Review of Management and Marketing, Econjournals, vol. 5(4), pages 203-210.
  2. Bui Thi Nhi & Tran The Nam & Nguyen Thi Thuy & Nguyen Kieu Oanh & Le Thi Thanh Trang, 2023. "Effects of customer perceived value, brand experience on brand attachment, brand satisfaction, and word-of-mouth," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 13(2), pages 39-53.
  3. Michael, Noela & Fotiadis, Anestis, 2022. "Employee turnover: The hotel industry perspective," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 8(1), pages 38-47.
  4. Konuk, Faruk Anıl, 2019. "The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 103-110.
  5. Söderlund, Magnus & Rosengren, Sara, 2010. "The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 161-169.
  6. Chung-Yu Wang, 2007. "Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers," The Service Industries Journal, Taylor & Francis Journals, vol. 29(9), pages 1231-1241, November.
  7. Kim, Insin & Kim, Joonhyeong Joseph, 2017. "Older adults’ parasocial interaction formation process in the context of travel websites: The moderating role of parent-child geographic proximity," Tourism Management, Elsevier, vol. 63(C), pages 399-416.
  8. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & García-Henche, Blanca, 2022. "Word of mouth and digitalization in small retailers: Tradition, authenticity, and change," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
  9. Ceric, Arnela & D'Alessandro, Steven & Soutar, Geoff & Johnson, Lester, 2016. "Using blueprinting and benchmarking to identify marketing resources that help co-create customer value," Journal of Business Research, Elsevier, vol. 69(12), pages 5653-5661.
  10. Rodríguez, Rocío & Svensson, Göran & Ferro, Carlos, 2021. "Assessing the future direction of sustainable development in public hospitals: Time-horizon, path and action," Health Policy, Elsevier, vol. 125(4), pages 526-534.
  11. Kaushik Mukerjee, 2018. "The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: investigating the mediating effect of loyalty," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(1), pages 12-24, March.
  12. Siqueira, Jose Ribamar & ter Horst, Enrique & Molina, German & Losada, Mauricio & Mateus, Marelby Amado, 2020. "A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  13. Javier M. Moguerza & Clara Martín-Duque & Juan José Fernández-Muñoz, 2022. "The importance of service quality as an instrument for client customization: a methodological and practical approach within the hotel sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(3), pages 1631-1642, June.
  14. Söderlund, Magnus & Julander, Claes-Robert, 2009. "Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 216-226.
  15. Toufaily, Elissar & Souiden, Nizar & Ladhari, Riadh, 2013. "Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 538-548.
  16. Söderlund, Magnus, 2022. "Service robots with (perceived) theory of mind: An examination of humans’ reactions," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  17. Derbaix, Christian & Vanhamme, Joelle, 2003. "Inducing word-of-mouth by eliciting surprise - a pilot investigation," Journal of Economic Psychology, Elsevier, vol. 24(1), pages 99-116, February.
  18. Otterbring, Tobias & Bhatnagar, Roopali & Samuelsson, Peter & Borau, Sylvie, 2021. "Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  19. Rodriguez, Rocio & Svensson, Göran & Otero-Neira, Carmen, 2019. "Framing sustainable development through descriptive determinants in private hospitals – Orientation and organization," Evaluation and Program Planning, Elsevier, vol. 75(C), pages 78-88.
  20. Tahmoures Hasangholipour Yasvari & Reza Abachian Ghassemi & Elnaz Rahrovy, 2012. "Influential Factors on Word of Mouth in Service Industries (The case of Iran Airline Company)," International Journal of Learning and Development, Macrothink Institute, vol. 2(5), pages 227-242, October.
  21. Hwang, Jinsoo & Han, Heesup, 2014. "Examining strategies for maximizing and utilizing brand prestige in the luxury cruise industry," Tourism Management, Elsevier, vol. 40(C), pages 244-259.
  22. Aizzat Nasurdin & Noor Ahmad & Cheng Tan, 2015. "Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 343-360, June.
  23. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
  24. San-Martín, Sonia & Jiménez, Nadia & Liébana-Cabanillas, Francisco, 2020. "Tourism value VS barriers to booking trips online," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  25. Abu Rashed Osman & Jashodhan Saha & Mirza Mohammad Didarul Alam, 2017. "The Impact of Service Climate and Job Satisfaction on Service Quality in a Higher Education Platform," International Journal of Learning and Development, Macrothink Institute, vol. 7(3), pages 48-72, September.
  26. Christos Papademetriou & Sofia Anastasiadou & Stylianos Papalexandris, 2023. "The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses," Sustainability, MDPI, vol. 15(10), pages 1-23, May.
  27. Park, Jungkun & Hyun, Hyowon & Thavisay, Toulany, 2021. "A study of antecedents and outcomes of social media WOM towards luxury brand purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  28. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
  29. Joseph Lok-Man Lee & Calvin Wah-On Cheng & Vanessa Shun-Wah Liu, 2022. "Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 743-770, September.
  30. Shaikh, Aijaz A. & Karjaluoto, Heikki & Häkkinen, Juho, 2018. "Understanding moderating effects in increasing share-of-wallet and word-of-mouth: A case study of Lidl grocery retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 45-53.
  31. Williams, Martin & Buttle, Francis, 2011. "The Eight Pillars of WOM management: Lessons from a multiple case study," Australasian marketing journal, Elsevier, vol. 19(2), pages 85-92.
  32. Amar Raju G. & Souvik Roy & Santanu Mandal, 2018. "Determinants of Website Usability: Empirical Evidence from Tourism Sector in India," Global Business Review, International Management Institute, vol. 19(6), pages 1640-1662, December.
  33. Martin, William C. & Lueg, Jason E., 2013. "Modeling word-of-mouth usage," Journal of Business Research, Elsevier, vol. 66(7), pages 801-808.
  34. Jones, Michael A. & Reynolds, Kristy E. & Arnold, Mark J., 2006. "Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes," Journal of Business Research, Elsevier, vol. 59(9), pages 974-981, September.
  35. Söderlund, Magnus, 2017. "Employee display of burnout in the service encounter and its impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 168-176.
  36. Huimin Gu & Tingting (Christina) Zhang & Can Lu & Xiaoxiao Song, 2021. "Assessing Trust and Risk Perceptions in the Sharing Economy: An Empirical Study," Journal of Management Studies, Wiley Blackwell, vol. 58(4), pages 1002-1032, June.
  37. Haywantee Ramkissoon & Felix Mavondo & Vishnee Sowamber, 2020. "Corporate Social Responsibility at LUX* Resorts and Hotels: Satisfaction and Loyalty Implications for Employee and Customer Social Responsibility," Sustainability, MDPI, vol. 12(22), pages 1-22, November.
  38. Kato, Ryo & Hoshino, Takahiro, 2021. "Unplanned purchase of new products," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  39. TAKACS Joshep III & VADUVA Sebastian, 2017. "A Swot Analysis Of The Global Hospitality Industry," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 69(6), pages 105-119, December.
  40. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
  41. Le Nguyen Hau, 2019. "The role of customer operant resources in health care value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 457-478, September.
  42. Söderlund, Magnus, 2022. "When service robots look at themselves in the mirror: An examination of the effects of perceptions of robotic self-recognition," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  43. Sánchez-Fernández, Raquel & Iniesta-Bonillo, M. à ngeles, 2009. "Efficiency and quality as economic dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(6), pages 425-433.
  44. Simon Peter Njoroge & X. N. Iraki, 2017. "Service Quality and Customer Satisfaction At Kenyan Airports," Proceedings Paper, in: Munyoki, Justus & Bode, Jürgen (ed.), Universities, Entrepreneurship and Enterprise Development in Africa - Conference Proceedings 2017, volume 6, pages 135-153, Universities Entrepreneurship and Enterprise Development in Africa International Conference.
  45. Söderlund, Magnus, 2011. "Other customers in the retail environment and their impact on the customer’s evaluations of the retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 18(3), pages 174-182.
  46. Pham Ngoc Thuy & Le Nguyen Hau & Nguyen Kim Ngoc Duyen, 2019. "A value perspective of service interaction quality: the case of immigrants returning to native countries as medical tourists," International Journal of Quality Innovation, Springer, vol. 5(1), pages 1-15, December.
  47. Chai, Joe Choon Yean & Malhotra, Naresh K. & Alpert, Frank, 2015. "A two-dimensional model of trust–value–loyalty in service relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 23-31.
  48. Söderlund, Magnus & Mattsson, Jan, 2015. "Merely asking the customer to recommend has an impact on word-of-mouth activity," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 80-89.
  49. Rodriguez, Rocio & Svensson, Göran & Wood, Greg, 2020. "Assessing corporate planning of future sustainability initiatives in private healthcare organizations," Evaluation and Program Planning, Elsevier, vol. 83(C).
  50. Andrzejewski, Susan A. & Mooney, Emily C., 2016. "Service with a smile: Does the type of smile matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 135-141.
  51. Kristensson, Per & Wästlund, Erik & Söderlund, Magnus, 2017. "Influencing consumers to choose environment friendly offerings: Evidence from field experiments," Journal of Business Research, Elsevier, vol. 76(C), pages 89-97.
  52. Rodriguez, Rocio & Svensson, Göran & Wood, Greg, 2020. "Sustainability trends in public hospitals: Efforts and priorities," Evaluation and Program Planning, Elsevier, vol. 78(C).
  53. Mónica Gómez-Suárez & María Jesús Yagüe, 2021. "Making Sense from Experience: How a Sustainable Multi-Sensory Event Spurs Word-of-Mouth Recommendation of a Destination Brand," Sustainability, MDPI, vol. 13(11), pages 1-19, May.
  54. Wen-Bao Lin, 2008. "Service recovery expectation model -- from the perspectives of consumers," The Service Industries Journal, Taylor & Francis Journals, vol. 30(6), pages 873-889, January.
  55. C. Ramamoorthy & V. Selladurai & Rajesh Ranganathan, 2012. "Investigation of customer satisfaction in pump manufacturing industries through customer feedback approach," International Journal of Logistics Economics and Globalisation, Inderscience Enterprises Ltd, vol. 4(1/2), pages 55-75.
  56. Maudlin Klissa Dhiandra Putri, 2020. "The Role of Methods of Service Encounter and Surprise in Customer Delight and Customer Loyalty in Indonesian Supermarkets," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 6(1), pages 09-20.
  57. FitzPatrick, Mary & Davey, Janet & Muller, Lisa & Davey, Howard, 2013. "Value-creating assets in tourism management: Applying marketing's service-dominant logic in the hotel industry," Tourism Management, Elsevier, vol. 36(C), pages 86-98.
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