Simone Cheng

TL;DR: This paper employed the Theory of Planned Behavior as a theoretical foundation to test the antecedents of negative word-of-mouth (WOM) communication intention and found that the hypothesized model prop...

TL;DR: In this paper, the authors examined the mediating role of the Theory of Planned Behavior (TPB) variables on the relationships between past behavior and customers' intentions to engage in different types of dissatisfaction responses (i.e., voice, negative word-of-mouth communication, and exit).

TL;DR: In this article, a comprehensive model that incorporates attitudinal variables in the technology acceptance model, motivational variables in innovation diffusion theory, and the social varia... is proposed. But the model is limited to a single application.

TL;DR: In this paper, the authors explored how customer-seller relationships affect the intention of Chinese consumers to complain and examined the effect of social approval and pressure on the act of complaining, and found that the consumers' intention of complaining is influenced by customer-sellers relationships and social pressure on act of complaint while personal attitudes do not have any effect.

TL;DR: In this article, the conceptual ambiguity of professionalism in the hotel industry was addressed by identifying the elements or criteria to achieve it in the hospitality industry, namely, passion, sensitivity, and open-mindedness to new trends, teamoriented attitude, competence and skills, emotional self-control, professional ethics, leadership by example, and perfectionism.