'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-Xi Aw, Stephanie Hui-Wen Chuah, Mohamad Fazli Sabri and Han-Xi Chong
| Year of publication: |
2022
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|---|---|
| Authors: | Aw, Eugene Cheng-Xi ; Chuah, Stephanie Hui-wen ; Sabri, Mohamad Fazli ; Chong, Han-Xi |
| Published in: |
International journal of services, economics and management. - Olney : Inderscience, ISSN 1753-0830, ZDB-ID 2418235-7. - Vol. 13.2022, 3, p. 225-242
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| Subject: | forgiveness | hotel | negative word-of-mouth | self-construal | service failure | service recovery | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Hotellerie | Hotel industry | Konsumentenverhalten | Consumer behaviour | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/IJSEM.2021.10042622 [DOI] 10.1504/IJSEM.2022.126216 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013552572