How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services
Gerson Tontini, Luís Irgang, Adriana Kroenke and Ivan Hadlich, Jaime Dagostim Picolo, Josip Mikulic
| Year of publication: |
2022
|
|---|---|
| Authors: | Tontini, Gerson ; Irgang, Luís ; Kroenke, Adriana ; Hadlich, Ivan ; Picolo, Jaime Dagostim ; Mikulic, Josip |
| Published in: |
Benchmarking : an international journal. - Bingley : Emerald, ISSN 1758-4094, ZDB-ID 2007988-6. - Vol. 29.2022, 2, p. 496-521
|
| Subject: | Consumer satisfaction | Critical incidents technique | Fast-food restaurant | Penalty-reward contrast analysis | Service quality | TripAdvisor | Dienstleistungsqualität | Kundenzufriedenheit | Customer satisfaction | Gastronomie | Restaurant industry | Konsumentenverhalten | Consumer behaviour | Schnellgastronomie | Fast-food industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/BIJ-08-2020-0409 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013040881