Guiyao Tang, Zhenyao Cai, Zhiqiang Liu, Hong Zhu, Xin Yang, Ji Li<br />Dec 29, 2014; 0:193896551-193896551<br />Article
Farzam Steve
Communication Richness: Why Some Guest Complaints Go Right to the Top–and Others Do Not
Alex M. Susskind<br />Dec 10, 2014; 0:193896551-193896551<br />Article
Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews: The Impact of Empathy, Paraphrasing, and Speed
Hyounae Min, Yumi Lim, Vincent P. Magnini<br />Dec 1, 2014; 0:193896551-193896551<br />Article
Understanding Students’ Intentions to Join the Hospitality Industry: The Role of Emotional Intelligence, Service Orientation, and Industry Satisfaction
Song Chang, Kate Walsh, Eliza Ching-Yick Tse<br />Nov 5, 2014; 0:193896551-193896551<br />Article
Brand Revitalization
Chekitan S. Dev, Kevin Lane Keller<br />Nov 1, 2014; 55:333-341<br />Invited Article
Who’s in Charge Now? The Decision Autonomy of Hotel General Managers
Demian Hodari, Michael C. Sturman<br />Nov 1, 2014; 55:433-447<br />Focus on Human Resources
Front-line Service Employees’ Job Satisfaction in the Hospitality Industry: The Influence of Job Demand Variability and the Moderating Roles of Job Content and Job Context Factors
Flora F. T. Chiang, Thomas A. Birtch, Zhenyao Cai<br />Nov 1, 2014; 55:398-407<br />Focus on Human Resources
The Differential Effects of the Quality and Quantity of Online Reviews on Hotel Room Sales
Ines Blal, Michael C. Sturman<br />Nov 1, 2014; 55:365-375<br />Focus on Customer Relationship Management
Building Bridges and Embracing the Narrative Arc
Michael LaTour<br />Nov 1, 2014; 55:332-332<br />From the Editor
Sticktion: Assessing Memory for the Customer Experience
Kathryn A. LaTour, Lewis P. Carbone<br />Nov 1, 2014; 55:342-353<br />Focus on Customer Relationship Management