The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction
Xun Xu, Wenhui Liu, and Dogan Gursoy
| Year of publication: |
2019
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| Authors: | Xu, Xun ; Liu, Wenhui ; Gursoy, Dogan |
| Published in: |
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association. - Thousand Oaks, Calif. [u.a.] : Sage, ISSN 1552-6763, ZDB-ID 2036634-6. - Vol. 58.2019, 6, p. 1034-1051
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| Subject: | service failures and recovery | consumption emotions | customer satisfaction | full-service / low-cost airlines | business / economy class cabin | Kundenzufriedenheit | Customer satisfaction | Emotion | Fluggesellschaft | Airline | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0047287518789285 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012050714