Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Hyunsu Kim, Kevin Kam Fung So, Brian Mihalik
| 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 | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Gastgewerbe | Hospitality industry | Krankenhaus | Hospital | Beziehungsmarketing | Relationship marketing | Hotellerie | Hotel industry | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2021.103086 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013266162