Does love become hate or forgiveness after a double deviation? : the case of hotel loyalty program members
Jin-Soo Lee, Jungkeun Kim, Jinsoo Hwang, Yuanyuan (Gina) Cui
| Year of publication: |
2021
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|---|---|
| Authors: | Lee, Jin-soo ; Kim, Jungkeun ; Hwang, Jinsoo ; Cui, Yuanyuan |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 84.2021, p. 1-11
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| Subject: | Desire for retaliation | Double deviation | Hotel loyalty program | Perceived betrayal | Service failure | Hotellerie | Hotel industry | Beziehungsmarketing | Relationship marketing | Kundenbindungsprogramm | Loyalty program | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Emotion | Dienstleistungsmarketing | Services marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2020.104279 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012494600