Hur, JungYun (Christine); Jang, SooCheong (Shawn) - In: International Journal of Contemporary Hospitality Management 31 (2019) 4, pp. 1567-1587
Purpose: This study aims to investigate how consumer forgiveness is formed by examining rumination and distraction by consumers in hotel service failures. Design/methodology/approach: Data were collected using a self-administered questionnaire in the USA. A total of 371 usable responses were...