Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty
Cheng Boon Liat, Shaheen Mansori, Gan Chin Chuan, and Brian C. Imrie
| Year of publication: |
2017
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|---|---|
| Authors: | Cheng Boon Liat ; Shaheen Mansori ; Gan, Ching Chuan ; Imrie, Brian C. |
| Published in: |
Journal of global marketing. - Philadelphia, Pa. : Taylor & Francis, ISSN 0891-1762, ZDB-ID 1034619-3. - Vol. 30.2017, 1, p. 42-51
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| Subject: | Corporate image | loyalty | satisfaction | service quality | service recovery | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Firmenimage | Corporate reputation | Beziehungsmarketing | Relationship marketing | Hotellerie | Hotel industry | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Taiwan |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/08911762.2016.1262932 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011779381