Does social class matter in recovering self-service technology failures?
Year of publication: |
2022
|
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Authors: | Kim, Heewon ; Jang, Soocheong |
Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 34.2022, 3, p. 1135-1153
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Subject: | Self-service technology | Service failures | Service recovery | Subjective social class | Selbstbedienung | Self-service | Soziale Schicht | Social class | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour |
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