Responding to negative reviews? : the interplay of management response strategy and service failure type
Saba Salehi-Esfahani, Edwin Torres, and Nan Hua
| Year of publication: |
2023
|
|---|---|
| Authors: | Salehi-Esfahani, Saba ; Torres, Edwin ; Hua, Nan |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 32.2023, 1, p. 29-49
|
| Subject: | management response | negative reviews | purchase intention | Service failure | service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2022.2121349 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013545802