The Relationship between Brand Experience, Brand Personality and Customer Loyalty

Achieving Requisite Variety in Customer Experience Research for Improving Marketing Relationship Performances

Unexpected Wedding Present

Happy Birthday to You!

Let It Be or Let It Be Better: Employment Empowerment Effects on Hotel Guests Satisfaction

Building Internal Competencies Capabilities and Capacity to Deliver Great Customer Experiences

Airline Passenger Safety or Customer Satisfaction?

Experiences that Make Consumers Think: Cognitive Experiences

Pennywise, Pound Foolish: Balancing Guest Service and Financial Control on Hotel Overcharged Credit Card Dispute

To Be or Not to Be (the Manager), That is the Question!

Tied To a Disloyal Brand

Getting Back to Basics with Modern Technology: Accuracy, Timeliness, and Customer Service

The Once and Future Burger King

BurgerBarn Blunder

Medical Insurance Mayhem: One Woman’s Struggle for Information

To Create or Not Create: When the Customer’s Paid Request Is Ignored

My Soul Shoe Store Story: Poor Product Repair and Customer Service Experience

Hotel Shuttle Service Fails to Get the Customer to the Airport on Time