An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
Davoud Nikbin; Sunghyup Sean Hyun
| Year of publication: |
2015
|
|---|---|
| Authors: | Nikbin, Davoud ; Hyun, Sunghyup Sean |
| Published in: |
Review of managerial science. - Berlin : Springer, ISSN 1863-6683, ZDB-ID 2296460-5. - Vol. 9.2015, 4, p. 731-749
|
| Subject: | Perceived justice | Service recovery | Failure severity | Emotions | Recovery satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Fluggesellschaft | Airline | Emotion | Gerechtigkeit | Justice |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011346095