Issue 2/2020
Content (5 Articles)
Open Access
Empirical article
Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort
Zsofia Kenesei, Zsofia Bali
Open Access
Empirical article
Customer compliance with employee fuzzy requests in service encounters: a self-determination theory perspective
Teng Teng, Shengliang Zhang, Xiaodong Li, Yuan Chen
Empirical article
Social exchange approach, job satisfaction, and turnover intention in the airline industry
Minjoo Chung, Aeeun Jeon
Empirical article
Analysis of the relationship between the perceived extent of a tourist destination and smartphone use
Wee-Kheng Tan, Pin-Ho Liou
Theoretical article
A service analytic approach to studying patient no-shows
Murtaza Nasir, Nichalin Summerfield, Ali Dag, Asil Oztekin