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Busy stays: how the sense of busyness shapes customer relationship norm orientation toward hotels

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Jianxin Sun, Zhenrong Zhang, Baolong Ma, Xiaofei Li
Journal: International Journal of Contemporary Hospitality Management
International Journal of Contemporary Hospitality Management (2025) 37 (10): 3327–3343.
https://doi.org/10.1108/IJCHM-10-2024-1569
Published: 23 September 2025
...Jianxin Sun; Zhenrong Zhang; Baolong Ma; Xiaofei Li Purpose This study aims to explore how different types of busyness – proactive and forced – affect customers’ relationship norm orientations (exchange vs communal) toward hotels, thereby providing new insights for customer relationship management...
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Includes: Supplementary data
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