Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Abhigyan Sarkar, Juhi Gahlot Sarkar, Sreejesh S
| Year of publication: |
2021
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|---|---|
| Authors: | Sarkar, Abhigyan ; Sarkar, Juhi Gahlot ; Sreejesh, S. |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 94.2021, p. 1-14
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| Subject: | Brand hate | Brand retaliation | Dissatisfaction | Other customer perception | Service failure severity | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Markenführung | Brand management | Beschwerdemanagement | Complaint management | Wahrnehmung | Perception | Beziehungsmarketing | Relationship marketing | Markenimage | Brand image |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2021.102873 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012495095