Where service recovery meets its paradox : implications for avoiding overcompensation
Andreas Edström, Beatrice Nylander, Jonas Molin, Zahra Ahmadi and Patrik Sörqvist
| Year of publication: |
2022
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|---|---|
| Authors: | Edström, Andreas ; Nylander, Beatrice ; Molin, Jonas ; Ahmadi, Zahra ; Sörqvist, Patrik |
| Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 32.2022, 7, p. 1-13
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| Subject: | Compensation | Customer satisfaction | Hotel industry | Service recovery paradox | Hotellerie | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-06-2021-0120 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013485922