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Emerald Group Publishing Ltd

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Customer service, employee welfare and snowsports tourism in Australia

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From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry

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Emerald Group Publishing Ltd

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How do international tourists perceive hotel quality?: An exploratory study of service quality in Antalya tourism region

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International Journal of Contemporary Hospitality Management, Vol. 26, Iss. 3, 2014-04 ,pp. : 470-495

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Not all smiles are created equal: Investigating the effects of display authenticity and service relationship on customer tipping behavior

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International Journal of Contemporary Hospitality Management, Vol. 26, Iss. 2, 2014-02 ,pp. : 293-306

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