Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Eojina Kim and Rebecca (Liang) Tang
| Year of publication: |
October-December 2016
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| Authors: | Kim, Eojina ; Tang, Liang |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 25.2016, 7/8, p. 897-924
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| Subject: | service recovery | perceived justice | emotion | e-WOM | social media | Social Web | Social web | Emotion | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Wahrnehmung | Perception | Virales Marketing | Viral marketing |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2016.1149537 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011621365