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It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure Journal article
Yu, Jing (Jasper), Liu, Xiaoming (Rose), He, Mang, Huang, Liman (Mandy), Li, Jun (Justin). It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure[J]. International Journal of Hospitality Management, 2024, 120, 103759.
Authors:  Yu, Jing (Jasper);  Liu, Xiaoming (Rose);  He, Mang;  Huang, Liman (Mandy);  Li, Jun (Justin)
Favorite | TC[WOS]:1 TC[Scopus]:1  IF:9.9/10.3 | Submit date：2024/05/16
Human-robot Interaction  Robot Service Recovery  Service Agent  Customer Empowerment  Service Robot  
Toward a framework for perceived yuanfen in the accommodation service encounter: a grounded theory study Journal article
Tang,Xiangjie, Fong,Lawrence Hoc Nang, So,Amy Siu Ian. Toward a framework for perceived yuanfen in the accommodation service encounter: a grounded theory study[J]. International Journal of Contemporary Hospitality Management, 2023, 36(1), 155-181.
Authors:  Tang,Xiangjie;  Fong,Lawrence Hoc Nang;  So,Amy Siu Ian
Favorite | TC[WOS]:2 TC[Scopus]:2  IF:9.1/8.9 | Submit date：2023/08/03
Accommodation Experience  Behavioral Intentions  Emotional Experiences  Gratitude  Service Recovery  Yuanfen  
Towards a framework for perceived yuanfen in the accommodation service encounter: a grounded theory study Journal article
Tang, X, Fong, L. H. N., So, Siu Ian (Amy). Towards a framework for perceived yuanfen in the accommodation service encounter: a grounded theory study[J]. International Journal of Contemporary Hospitality Management, 2023.
Authors:  Tang, X;  Fong, L. H. N.;  So, Siu Ian (Amy)
Favorite |   IF:9.1/8.9 | Submit date：2023/08/28
Yuanfen  Accommodation Experience  Service Recovery  
Power of apologetic responses in online travel community Journal article
Xiaoshu Guo, Qiang Ye, Rob Law, Sai Liang, Yan Zhang. Power of apologetic responses in online travel community[J]. International Journal of Hospitality Management, 2022, 103, 103208.
Authors:  Xiaoshu Guo;  Qiang Ye;  Rob Law;  Sai Liang;  Yan Zhang
Favorite | TC[WOS]:10 TC[Scopus]:15  IF:9.9/10.3 | Submit date：2022/05/13
Apologetic Responses  Machine Learning  Online Reviews  Service Recovery