Online public response to a service failure incident : implications for crisis communications
Lijuan Su, Svetlana Stepchenkova, Andrei P. Kirilenko
| Year of publication: |
2019
|
|---|---|
| Authors: | Su, Lijuan ; Stepchenkova, Svetlana ; Kirilenko, Andrei |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 73.2019, p. 1-12
|
| Subject: | Crisis communications | Data mining | Service failure | Social media | Tourism and hospitality | Weibo | Social Web | Social web | Krisenmanagement | Crisis management | Dienstleistungsqualität | Service quality | Öffentlichkeitsarbeit | Public relations | Tourismuswirtschaft | Tourism industry | Data Mining | Beschwerdemanagement | Complaint management | Gastgewerbe | Hospitality industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2019.01.011 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012004627