Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
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 | Emotion | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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