Han, H. and Ryu, K. (2012) ‘Key factors driving customers' word-of-mouth intentions in full-service restaurants : the moderating role of switching costs’, Cornell Hospitality Quarterly, 53(2): 96–109.
Knutson, B.J., Beck, J.A., Kim, S. and Cha, J. (2009) ‘Identifying the dimensions of the guest's hotel experience’, Cornell Hospitality Quarterly, 50(1): 44–55.
Kwortnik, R.J. and Han, X. (2011) ‘The influence of guest perceptions of service fairness on lodging loyalty in China’, Cornell Hospitality Quarterly, 52(3): 321–32.
