Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Sheng Yao, Xingyu Wang, Heyao Yu, Priyanko Guchait
| Year of publication: |
2019
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|---|---|
| Authors: | Yao, Sheng ; Wang, Xingyu ; Yu, Heyao ; Guchait, Priyanko |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 79.2019, p. 78-88
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| Subject: | Error management training | Perceived fairness | Service recovery performance | Dienstleistungsqualität | Service quality | Gerechtigkeit | Justice | Gastgewerbe | Hospitality industry | Beschwerdemanagement | Complaint management | Betriebliches Bildungsmanagement | Employer-provided training | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2018.12.009 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012012973