When service failure is interpreted as discrimination : emotion, power, and voice
Hyounae (Kelly) Min, Hyun Jeong Kim
| Year of publication: |
2019
|
|---|---|
| Authors: | Min, Hyounae ; Kim, Hyun Jeong |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 82.2019, p. 59-67
|
| Subject: | Service failure | Power | Perceived discrimination | Complaints | Voice | Beschwerdemanagement | Complaint management | Emotion | Dienstleistungsqualität | Service quality | Diskriminierung | Discrimination | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2019.03.017 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012121393