How sincere is an apology? : recovery satisfaction in a robot service failure context
Yaou Hu, Hyounae (Kelly) Min, Na Su
| Year of publication: |
2021
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| Authors: | Hu, Yaou ; Min, Hyounae ; Su, Na |
| Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1557-7554, ZDB-ID 2202405-0. - Vol. 45.2021, 6, p. 1022-1043
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| Subject: | service failure | service automation | service robots | sincerity | service recovery satisfaction | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing | Automatisierung | Automation |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10963480211011533 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012592331