Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Heewon Kim, SooCheong (Shawn) Jang
| Year of publication: |
2021
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| Authors: | Kim, Heewon ; Jang, Soocheong (Shawn) |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 95.2021, p. 1-12
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| Subject: | Differential treatment | Loyalty | Scarcity messages | Service failure and recovery | Social comparison | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Vergleich | Comparison |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2021.102952 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012547932