Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Hongfei Liu, Chanaka Jayawardhena, Sally Dibb, Chatura Ranaweera
| Year of publication: |
2019
|
|---|---|
| Authors: | Liu, Hongfei ; Jayawardhena, Chanaka ; Dibb, Sally ; Ranaweera, Chatura |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 75.2019, p. 381-392
|
| Subject: | Service recovery | Electronic word-of-mouth (eWOM) | Online reviews | Restorative justice | Compensation | Speed of response | Service failure severity | Media engagement | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2019.05.008 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012063617