Does service failure criticality affect global travellers' service evaluations? : an empirical analysis of online reviews
Rishi Dwesar and Debajani Sahoo
| Year of publication: |
2022
|
|---|---|
| Authors: | Dwesar, Rishi ; Sahoo, Debajani |
| Published in: |
Management decision. - Bingley : Emerald, ISSN 1758-6070, ZDB-ID 2023018-7. - Vol. 60.2022, 2, p. 426-448
|
| Subject: | Airlines | Sentiment analysis | Service failure | Services marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsmarketing | Emotion | Fluggesellschaft | Airline | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing | Virales Marketing | Viral marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/MD-01-2020-0107 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013162829