1. THE EFFECT OF SURPRISE ON CUSTOMER DELIGHT AND THE ROLE OF EXPLANATIONS FOR MANAGING CUSTOMER EXPECTATIONS Open Access Author: Kim, Min Gyung Title: THE EFFECT OF SURPRISE ON CUSTOMER DELIGHT AND THE ROLE OF EXPLANATIONS FOR MANAGING CUSTOMER EXPECTATIONS Graduate Program: Hotel, Restaurant, and Institutional Management Keywords: surprisedelightexpectationexplanationsatisfaction File: Download Min_Kim_Dissertation.pdf Committee Members: Anna S Mattila, Dissertation Advisor/Co-AdvisorAnna S Mattila, Committee Chair/Co-ChairKarthik Namasivayam, Committee MemberBreffni M Noone, Committee MemberHarry Zinn, Committee Member
2. A qualitative study on Chinese tourists in Grand Teton National Park Open Access Author: Li, Rui Title: A qualitative study on Chinese tourists in Grand Teton National Park Graduate Program: Recreation, Park and Tourism Management Keywords: Chinese touristsGrand Teton National Parkdecision-making processexpectationexperiencesatisfactionfuture revisiting intentionscultures File: Download Rui_Li_Thesis_A_qualitative_study_on_Chinese_tourists_in_Grand_Teton_National_Park.pdf Committee Members: Bing Pan, Thesis Advisor/Co-AdvisorAlan R Graefe, Committee MemberB. Derrick Taff, Committee Member
