The "terminal" effects of service failure on airlines : examining service recovery with justice theory
Steven J. Migacz, Suiwen (Sharon) Zou, and James F. Petrick
| Year of publication: |
January 2018
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| Authors: | Migacz, Steven J. ; Zou, Suiwen ; Petrick, James F. |
| Published in: |
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association. - Thousand Oaks, Calif. [u.a.] : Sage, ISSN 0047-2875, ZDB-ID 864377-5. - Vol. 57.2018, 1, p. 83-98
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| Subject: | service recovery | justice theory | satisfaction | repurchase intent | WOM | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Fluggesellschaft | Airline | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0047287516684979 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011915339