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    Article

    Value proposition as a catalyst for innovative service experience: the case of smart-tourism destinations

    Although smart tourism has received considerable research attention, few studies have investigated the determinants of how tourists evaluate their service experiences. This study attempted to explore how busin...

    Chia-Ying Li, Yu-Hui Fang, Badri Munir Sukoco in Service Business (2021)

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    Article

    How online service recovery approaches bolster recovery performance? A multi-level perspective

    Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies: only when employees feel fairly treated will they treat customers fairly. Most previous studi...

    Chia-Ying Li, Yu-Hui Fang in Service Business (2016)