Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Chang-Jun Li, Fuli Li, Pan Fan, Kai Chen
| Year of publication: |
2020
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|---|---|
| Authors: | Li, Chang-Jun ; Li, Fuli ; Fan, Pan ; Chen, Kai |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 85.2020, p. 1-13
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| Subject: | Customer complaint | Harmony enhancement | Psychological climate for communication safety | Service failure | Service switching | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Betriebsklima | Work climate | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2019.102361 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012241438