Severe service failures and online vindictive word of mouth : the effect of coping strategies
Dahlia El-Manstrly, Faizan Ali, Nathan Line
| Year of publication: |
2021
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|---|---|
| Authors: | El-Manstrly, Dahlia ; Ali, Faizan ; Line, Nathaniel D. |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 95.2021, p. 1-8
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| Subject: | Coping strategies | EWOM | Severe service failure | Vindictive word of mouth | Virales Marketing | Viral marketing | Dienstleistungsqualität | Service quality | Coping-Strategie | Coping strategy | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2021.102911 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012547720