Can beauty save service failures? : the role of recovery employees' physical attractiveness in the tourism industry
Year of publication: |
2022
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Authors: | Li, Yaoqi ; Zhang, Chun ; Fang, Shujie |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 141.2022, p. 100-110
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Subject: | Gender congruence | Physical attractiveness | Service failure severity | Social distance perception | Tourism service recovery | Mobilkommunikation | Mobile communications | Tourismuswirtschaft | Tourism industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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