The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries

Jong-Hyeong Kim; SooCheong (Shawn) Jang

Year of publication:	2014
Authors:	Kim, Jong-hyeong ; Jang, Soocheong (Shawn)
Published in:	International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 40.2014, p. 109-119
Subject:	Affect fading \| Affect intensity \| Memory \| Service failure \| Service recovery \| Restaurant service \| Dienstleistungsqualität \| Service quality \| Gastronomie \| Restaurant industry \| Kundenzufriedenheit \| Customer satisfaction \| Beschwerdemanagement \| Complaint management \| Emotion \| Konsumentenverhalten \| Consumer behaviour

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