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“Touch over tech”: a longitudinal examination of human touch along a travel journey Journal article
Lei,Sut Ieng, Fong,Lawrence Hoc Nang, Ye,Shun. “Touch over tech”: a longitudinal examination of human touch along a travel journey[J]. International Journal of Contemporary Hospitality Management, 2024, 36(3), 927-945.
Authors:  Lei,Sut Ieng;  Fong,Lawrence Hoc Nang;  Ye,Shun
Favorite | TC[WOS]:4 TC[Scopus]:4  IF:9.1/8.9 | Submit date：2023/08/03
Hospitality  Hotel Stay  Human Touch  Service Encounter  Tech–touch Balance  Travel Journey  
Buffering negative impacts of jaycustomer behavior on service employees Journal article
Tan,Alice J.M., Loi,Raymond, Lam,Long W., Chow,Cheris W.C.. Buffering negative impacts of jaycustomer behavior on service employees[J]. Journal of Services Marketing, 2020, 34(5), 635-650.
Authors:  Tan,Alice J.M.;  Loi,Raymond;  Lam,Long W.;  Chow,Cheris W.C.
Favorite | TC[WOS]:13 TC[Scopus]:14  IF:3.8/5.0 | Submit date：2021/03/17
Anger  Anxiety  Emotion  Employee  Jaycustomer Behavior  Justice  Procedural Justice  Service Encounter  Service Marketing  
Friendliness, Helpfulness and Respectfulness:The effect of employee attributes on customer satisfaction Conference paper
Yan, L, Liu, T. C.. Friendliness, Helpfulness and Respectfulness:The effect of employee attributes on customer satisfaction[C], Michigan, USA:Academy of International Business, 2014.
Authors:  Yan, L;  Liu, T. C.
Favorite |  | Submit date：2022/06/06
Service marketing  Emerging economies  Customer Satisfaction  Service Encounter  Confucianism