The impact of customer compassion on face-to-face and online complaints
Yoohee Hwang and Anna S. Mattila
| Year of publication: |
2020
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|---|---|
| Authors: | Hwang, Yoo Hee ; Mattila, Anna S. |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 29.2020, 7, p. 848-868
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| Subject: | compassion | complaint channel | Customer complaint | online review | prosocial emotion | Beschwerdemanagement | Complaint management | Emotion | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing | Virales Marketing | Viral marketing | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Vertriebsweg | Distribution channel |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2020.1711546 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012312156