Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo; Anna S. Mattila; Ching Yeng Tan
| Year of publication: |
2013
|
|---|---|
| Authors: | Huey Chern Boo ; Mattila, Anna S. ; Tan, Ching Yeng |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 35.2013, p. 180-192
|
| Subject: | Deviant customer | Deviant behavior | Approach-avoidance | Perceived effort | Service recovery | Service failure | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Geschlecht | Gender | Kundenservice | Customer service |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010225814