... at: lawrencefong@um.edu.mo 24 06 2022 06 10 2022 10 11 2022 23 11 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Service experience Sensory marketing Five senses Cross-modal correspondence Sensory congruence Sensory...

...Medéia Veríssimo; Carlos Costa Findings are restricted to a limited sample size and geographical area. The main limitation of the study lies, though, in the lack of studies concerning the specific context of hostels within a service experience approach. 29 03 2018 31 08 2018 23...

... in the literature, such as scepticism towards negative information, in combination with more traditional outcomes such as intention to return or WOM. Scepticism Service experience Customer emotions Hotel chain Service perceptions In the past decade, the topic of customer experience with a brand has...

... to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers. Dogan Gursoy can...

.... Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return. Structural equation modeling is used to analyze data from...