Sage Journals: Discover world-class research

Retricted access

Research article

First published 2012-5

Key Factors Driving Customers’ Word-of-Mouth Intentions in Full-Service Restaurants

Heesup Han, Kisang Ryu

Cornell Hospitality Quarterly

Retricted access

Other

First published 1996-5

What Do Mature Travelers Perceive as Important Hotel/Motel Customer Services?

Beth E. S. Wuest, Richard F. Tas, Daniel A. Emenheiser

Journal of Hospitality & Tourism Research

Retricted access

Research article

First published 1989-8

The Role of the Customer in the Food Service Encounter

Pamela S. McMahon, Claire D. Schmelzer

Journal of Hospitality & Tourism Research

Retricted access

Other

First published 1993-5

Job Satisfaction,Job Involvement,Job Security,and Customer Focus of Quick-Service Restaurant Employees

John R. Dienhart, Mary B. Gregoire

Journal of Hospitality & Tourism Research

Retricted access

Other

First published 1993-5

Breaking the Rules: Delivering Responsive Service

Paula Francese

Journal of Hospitality & Tourism Research

Open access

Research article

First published 2021-7

Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices,Satisfaction,and Negative Word-of-Mouth

Phimai Nuansi, Piya Ngamcharoenmongkol

Sage Open

Retricted access

Research article

First published 2002-02

Understanding Relationship Marketing Outcomes

Thorsten Hennig-Thurau, Kevin P. Gwinner, Dwayne D. Gremler

Journal of Service Research

Open access

Research article

First published 2026

How Frontline Employees’ Relational Communication in Online Service Interactions Drives Customer Satisfaction

Dhruv Grewal, Stephan Ludwig, Dennis Herhausen [...]

Production and Operations Management

Retricted access

Research article

First published 2009-2

Interactive Services: A Framework,Synthesis and Research Directions

Ruth Bolton, Shruti Saxena-Iyer

Journal of Interactive Marketing

Retricted access

Research article

First published 2012-3

Service Sweethearting: Its Antecedents and Customer Consequences

Michael K. Brady, Clay M. Voorhees, Michael J. Brusco

Journal of Marketing

Search results