Service encounter failure, negative destination emotion and behavioral intention : an experimental study of taxi service
Jing (Bill) Xu, Libo Yan, Connie K.Y. Mak
Year of publication: |
2021
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Authors: | Xu, Jing ; Yan, Libo ; Mak, Connie K. Y. |
Published in: |
Tourism management perspectives : TMP. - Amsterdam [u.a.] : Elsevier, ISSN 2211-9736, ZDB-ID 2672710-9. - Vol. 40.2021, p. 1-12
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Subject: | Destination transportation | Dishonesty and inhospitality | fsQCA | Negative behavioral intention | Negative emotion | Service encounter failure | Experiment | Emotion | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Urlaubsverhalten | Holiday behaviour | Kundenzufriedenheit | Customer satisfaction |
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