Publications tagged with "customers"

The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships

Kim, W., Ok, C., & Gwinner, K. (2010). The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships. The Service Industries Journal, 30(7), 1139-1157.

Customer orientation of service employees and rapport: Influences on service outcome variables in full-service restaurants

Kim, W., & Ok, C. (2010). Customer orientation of service employees and rapport: Influences on service outcome variables in full-service restaurants. Journal of Hospitality & Tourism Research. 34(1), 34-55.

The effects of relational benefits on customers’ perception of favorable inequity, affective commitment, and repurchase intention in full-service restaurants

Kim, W., & Ok, C. (2009). The effects of relational benefits on customers’ perception of favorable inequity, affective commitment, and repurchase intention in full-service restaurants. Journal of Hospitality & Tourism Research, 33(2), 227-244.

Factors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodology

Hwang J and Zhao J. “Factors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodology”. Journal of Quality Assurance in Hospitality & Tourism (2010): 11:93-110.