Recovering from other-customer-caused failure : the effect on focal customer complaining
Lisa McQuilken, Nichola Robertson, and Michael Polonsky
| Year of publication: |
January 2017
|
|---|---|
| Authors: | MacQuilken, Lisa ; Robertson, Nichola ; Polonsky, Michael J. |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 26.2017, 1, p. 83-104
|
| Subject: | Fine-dining restaurant | other-customer-caused failure | service-worker effort | venting | voice | wait comfort | Gastronomie | Restaurant industry | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2016.1171189 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011669673