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What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments
Author: Wu, Jie; Zhao, Narisa
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. 32, Issue 1, pp. 1-28. DOI: 10.1080/19368623.2022.2119187
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Do illegitimate tasks undermine hospitality employees' proactive customer service performance? A moderated dual-path model
Author: Zhao, Lijing; Jolly, Phillip M.; Zhao, Shuming
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. 32, Issue 1, pp. 95-121. DOI: 10.1080/19368623.2023.2125474
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Within-group multimarket contact, service diversity and consumer rating: Evidence from the hotel industry
Author: Deng, Xinming; Qiu, Wenyun; Zhang, Lingyun; He, Jiurui
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. 32, Issue 1, pp. 122-149. DOI: 10.1080/19368623.2023.2134248
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Does ethnic affinity affect consumers' posting behavior? Evidence from face recognition and difference-in-differences design
Author: Li, Chunhong; Yu, Yiqing; Law, Rob; Liu, Xianwei
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. 32, Issue 2, pp. 224-241. DOI: 10.1080/19368623.2023.2164393
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Understanding hospitality service aesthetics through the lens of aesthetic theory
Author: Wong, Ipkin Anthony; Wan, Yim King Penny; Sun, Danni
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. 32, Issue 3, pp. 410-444. DOI: 10.1080/19368623.2023.2180469
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Antecedents of proactive customer service performance in hospitality: a meta-analysis
Author: Yan, Zhen; Dato Mansor, Zuraina; Choo, Wei Chong
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. 32, Issue 4, pp. 505-529. DOI: 10.1080/19368623.2023.2184896
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ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions
Author: Gursoy, Dogan; Li, Yu; Song, Hakjun
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. , Issue , pp. -. DOI: 10.1080/19368623.2023.2211993
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Narrative or non-narrative? The effects of short video content structure on mental simulation and resort brand attitude
Author: Wang, Xin; Lai, Ivan Ka Wai; Lu, Yan; Liu, Xinyu
Journal: JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT. 2023; Vol. , Issue , pp. -. DOI: 10.1080/19368623.2023.2196271