Factors affecting memorability of service failures : a longitudinal analysis
Jong-Hyeong Kim and SooCheong (Shawn) Jang
| Year of publication: |
2016
|
|---|---|
| Authors: | Kim, Jong-Hyeong ; Jang, Soocheong (Shawn) |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 28.2016, 8, p. 1676-1701
|
| Subject: | Restaurants | Service recovery | Service failures | Dienstleistungsqualität | Service quality | Gastronomie | Restaurant industry | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJCHM-10-2014-0516 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011613986