Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Year of publication: |
2022
|
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Authors: | Kim, Hyunsu ; So, Kevin Kam Fung ; Mihalik, Brian J. |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 100.2022, p. 1-12
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Subject: | Airbnb | Brand familiarity | Hospitality | Service failure | Service recovery | Mobilkommunikation | Mobile communications | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Krankenhaus | Hospital |
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