Other customer service failures : emotions, impacts, and attributions

Melissa A. Baker, Kawon Kim

Year of publication:	September 2018
Authors:	Baker, Melissa A. ; Kim, Kawon Kathy
Published in:	Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 42.2018, 7, p. 1067-1085
Subject:	other customer \| customer-to-customer interaction \| service failure \| service recovery \| lodging \| attribution \| critical incident technique \| data and theory \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction \| Beschwerdemanagement \| Complaint management \| Kundenservice \| Customer service \| Konsumentenverhalten \| Consumer behaviour \| Emotion \| Beziehungsmarketing \| Relationship marketing

Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1177/1096348016671394 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10011922297