Being moved or being satisfied? : the effect of unexpected acts of personal kindness in hospitality service encounters
Michele Griessmair, Spring H. Han, and Hisashi Masuda
| Year of publication: |
2022
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|---|---|
| Authors: | Griessmair, Michele ; Han, Spring H. ; Masuda, Hisashi |
| Published in: |
The Cornell hospitality quarterly. - Thousand Oaks, Calif. : Sage, ISSN 1938-9663, ZDB-ID 2381244-8. - Vol. 63.2022, 2, p. 267-288
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| Subject: | being moved | customer satisfaction | emotions | hospitality | loyalty and commitment | service encounters | word of mouth | Kundenzufriedenheit | Customer satisfaction | Emotion | Krankenhaus | Hospital | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Gastgewerbe | Hospitality industry |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1938965520940291 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013256798