The impact of customer compassion on face-to-face and online complaints
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
|
Subject: | compassion | complaint channel | Customer complaint | online review | prosocial emotion | Beschwerdemanagement | Complaint management | Emotion | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing | Virales Marketing | Viral marketing |
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