A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Jong-Hyeong Kim; SooCheong (Shawn) Jang
| Year of publication: |
2014
|
|---|---|
| Authors: | Kim, Jong-hyeong ; Jang, Soocheong |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 41.2014, p. 125-132
|
| Subject: | Service failure | Service recovery | Field research | Scenario experiment | Research methodology | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Feldforschung | Szenariotechnik | Scenario analysis | Dienstleistungssektor | Service industry |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010403058