Service failure type, response strategy and observers’ perceived helpfulness : evidence from TripAdvisor
Mingli Zhang, Shensheng Cai and Tong Qiao
| Year of publication: |
2025
|
|---|---|
| Authors: | Zhang, Mingli ; Cai, Shensheng ; Qiao, Tong |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 37.2025, 3, p. 871-889
|
| Subject: | Observer | Perceived helpfulness | Response strategy | Service failure type | Social media | Social Web | Social web | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Virales Marketing | Viral marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJCHM-03-2024-0428 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015210284