Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lindsey Lee, Priyanko Guchait, Juan M. Madera
| Year of publication: |
2020
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|---|---|
| Authors: | Lee, Lindsey ; Guchait, Priyanko ; Madera, Juan M. |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 89.2020, p. 1-10
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| Subject: | Customer compensation | Emotional labor | Perspective taking | Service failures | Service recovery strategy | Beschwerdemanagement | Complaint management | Emotion | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | 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.2020.102532 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012293722