Why service recovery fails? : examining the roles of restaurant type and failure severity in double deviation with justice theory
Suiwen (Sharon) Zou and Steven J. Migacz
| Year of publication: |
2022
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|---|---|
| Authors: | Zou, Suiwen ; Migacz, Steven J. |
| Published in: |
The Cornell hospitality quarterly. - Thousand Oaks, Calif. : Sage, ISSN 1938-9663, ZDB-ID 2381244-8. - Vol. 63.2022, 2, p. 169-181
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| Subject: | double deviation | failure severity | justice theory | restaurant types | service recovery failure | Gastronomie | Restaurant industry | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1938965520967921 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013256787