When going above and beyond meets diversity : are service recoveries evaluated based on inference or recognition?
Emily Ma, Melissa A. Baker, Youngsun Sean Kim, and Kawon Kim
| Year of publication: |
2024
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| Authors: | Ma, Emily ; Baker, Melissa A. ; Kim, Youngsun Sean ; Kim, Kawon Kathy |
| Published in: |
The Cornell hospitality quarterly. - Thousand Oaks, Calif. : Sage, ISSN 1938-9663, ZDB-ID 2381244-8. - Vol. 65.2024, 2, p. 184-199
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| Subject: | diversity | organizational citizenship behavior | service recovery | inference-based evaluation | recognition-based evaluation | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Arbeitsverhalten | Work behaviour | Bewertung | Evaluation | Diversity Management | Diversity management | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/19389655231214708 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014634701