New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Carmen Padin; Göran Svensson; Carmen Otero-Neira; Nils Høgevold
| Year of publication: |
2015
|
|---|---|
| Authors: | Padin, Carmen ; Svensson, Göran ; Otero-Neira, Carmen ; Høgevold, Nils |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 27.2015, 1, p. 27-51
|
| Subject: | Service recovery | Critical incidents | Service provider | Services | Airline | Negative emotions | Teleological | Service receiver | Transformative | Airport | Dienstleistungsqualität | Service quality | Emotion | Fluggesellschaft | Kundenzufriedenheit | Customer satisfaction | Flughafen | Dienstleistungsmanagement | Service management | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Dienstleistungsmarketing | Services marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010516547