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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~person:"So, Kevin Kam Fung"
~subject:"Complaint management"
~subject:"Service quality"
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Complaint management
Service quality
Beschwerdemanagement
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Dienstleistungsqualität
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Kundenzufriedenheit
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Service failure
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So, Kevin Kam Fung
Jang, Soocheong
8
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International journal of contemporary hospitality management
International journal of hospitality management
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The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
2
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
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