J Hosp Mar Man
Introduction
Journal of Hospitality Marketing & Management, 32(1)
INTEREST CATEGORY: SECTORS
POSTING TYPE: TOCs
What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments
—Jie Wu & Narisa Zhao [] []
Responding to negative reviews? The interplay of management response strategy and service failure type
—Saba Salehi-Esfahani, Edwin Torres & Nan Hua [] []
The mediating role of organizational identification between corporate social responsibility dimensions and employee opportunistic behavior: Evidence from symmetric and asymmetric approach triangulation
—Wen-Kuo Chen, Au Due Tang & Luu Trong Tuan [] []
Sexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters
—Heejung Ro [] []
Do illegitimate tasks undermine hospitality employees’ proactive customer service performance? A moderated dual-path model
—Lijing Zhao, Phillip M. Jolly & Shuming Zhao [] []
Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry
—Xinming Deng, Wenyun Qiu, Lingyun Zhang & Jiurui He [] []