What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
YooHee Hwang, Lisa Gao, Anna S. Mattila
| Year of publication: |
2020
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|---|---|
| Authors: | Hwang, Yoo Hee ; Gao, Yixing ; Mattila, Anna S. |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 87.2020, p. 1-7
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| Subject: | Service failure | Service recovery | Construal level | Loyalty program | Recovery compensation | Kundenbindungsprogramm | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2020.102496 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012241760