Role of the perceived justice of service recovery : a comparison of first-time and repeat visitors
Peng Chen, Yeong Gug Kim
| Year of publication: |
2019
|
|---|---|
| Authors: | Chen, Peng ; Kim, Yeong Gug |
| Published in: |
Tourism and hospitality research : THR. - London : Sage Publications, ISSN 1742-9692, ZDB-ID 2094553-X. - Vol. 19.2019, 1, p. 98-111
|
| Subject: | Service failure | perceived justice | emotional response | satisfaction | word-of-mouth | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Emotion | Konsumentenverhalten | Consumer behaviour | Urlaubsverhalten | Holiday behaviour | Tourismuswirtschaft | Tourism industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1467358417704885 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012165598