Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Kyeong Sam Min, Jae Min Jung, Kisang Ryu
| Year of publication: |
2021
|
|---|---|
| Authors: | Min, Kyeong Sam ; Jung, Jae Min ; Ryu, Kisang |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 96.2021, p. 1-10
|
| Subject: | Active listening | Hotel | Preferential treatment | Satisfaction | Service failure and recovery | Tip size | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Hotellerie | Hotel industry | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2021.102956 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012585697