Improving well-being via adaptive reuse: transformative repurposed service organizations von Rosenbaum, Mark S., Kim, Kathy (Kawon), Ramirez, Germán Contreras, Orejuela, Augusto Rodríguez, Park, Joohyung

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Enhancing service recovery satisfaction with chatbots: The role of humor and informal language von Shams, Ghazal, Kim, Kawon Kathy, Kim, Kaeun

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Impact of dark patterns on consumers’ perceived fairness and attitude: Moderating effects of types of dark patterns, social proof, and moral identity von Kim, Kawon (Kathy), Kim, Woo Gon, Lee, Minwoo

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Other Customer Service Failures: Emotions, Impacts, and Attributions von Baker, Melissa A., Kim, Kawon

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How the Employee Looks and Looks at you: Building Customer–Employee Rapport von Kim, Kawon, Baker, Melissa A.

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The Customer Isn’t Always Right: The Implications of Illegitimate Complaints von Kim, Kawon, Baker, Melissa A.

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The role of language, appearance, and smile on perceptions of authenticity versus rapport von Baker, Melissa A., Kim, Kawon

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Determinants of satisfaction with imported Asian pears in the US: moderating role of Korea's country image von Seo, Sunhee, Kim, Kawon, Im, Soo Yeon

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Luxury Branding in the Hospitality Industry: The Impact of Employee’s Luxury Appearance and Elitism Attitude von Kim, Kawon, Baker, Melissa A.

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Do I Deserve to Spend? Online Social Support and Spending Pleasure von Kim, Kawon, Baker, Melissa A.

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An interactive service recovery framework combining demand and supply approaches von Jin, Dan, DiPietro, Robin B., Kim, Kawon (Kathy), Meng, Fang, Torres, Edwin N.

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When Going Above and Beyond Meets Diversity: Are Service Recoveries Evaluated Based on Inference or Recognition? von Ma, Emily, Baker, Melissa A., Sean Kim, Youngsun, Kim, Kawon

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From overt to covert: Exploring discrimination against homosexual consumers in retail stores von Rosenbaum, Mark S., Ramirez, Germán Contreras, Kim, Kathy (Kawon)

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Identifying baseline food safety training practices for retail delis using the Delphi expert consensus method von Kim, Kawon Kathy, O’Bryan, Corliss A., Crandall, Phillip G., Ricke, Steven C., Neal, Jack A.

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