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  1. 1
    Service Recovery in Luxury Hotels and Resorts in Sri Lanka
    by Ponnahennedige, Udari
    Published 2021
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  2. 2
    Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
    by Joireman, J., Karabas, I., Kim, S.
    Published 2019
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    Managing customer-to-customer interaction (CCI) – insights from the frontline
    by Gad Mohsen, M., Nicholls, R.
    Published 2019
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