Coping strategies for serial service failures in peer-to-peer sharing services : the power of empathic communication
Sooyun Kim, Sunmee Choi, Rohit Verma
| Year of publication: |
2024
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|---|---|
| Authors: | Kim, Sooyun ; Choi, Sunmee ; Verma, Rohit |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 18.2024, 3/4, p. 455-472
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| Subject: | Empathic communication style | P2P home-sharing services | Reviews | Serial service failure | Kommunikation | Communication | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Coping-Strategie | Coping strategy | Dienstleistungssektor | Service industry | Interne Kommunikation | Internal communication |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-024-00568-w [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015178570