Developing a consumer complaining and recovery effort scale

Lu Lu, Dogan Gursoy, Christina Geng-Qing Chi, Guangshun Xiao

Year of publication:	June 2018
Authors:	Lu, Lu ; Gursoy, Dogan ; Chi, Christina Geng-Qing ; Xiao, Guangshun
Published in:	Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 42.2018, 5, p. 686-715
Subject:	consumer complaining and recovery effort \| service recovery \| scale development \| procedural effort \| cognitive effort \| time-related effort \| affective effort \| Konsumentenverhalten \| Consumer behaviour \| Beschwerdemanagement \| Complaint management \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction \| Leistungsmotivation \| Work motivation

Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1177/1096348015597033 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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