A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Luorong Wu, Rachel Han, Anna S. Mattila
| Year of publication: |
2016
|
|---|---|
| Authors: | Wu, Luorong ; Han, Rachel ; Mattila, Anna S. |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 3, p. 339-359
|
| Subject: | Gender | Ethnicity | Stereotypes | Service failure | Blame attributions | Role Congruity Theory | Konsumentenverhalten | Consumer behaviour | Geschlecht | Ethnische Gruppe | Ethnic group | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Ethnische Diskriminierung | Ethnic discrimination |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-03-2014-0092 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011583559