Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh S, Anusree M.R and Abhilash Ponnam
| Year of publication: |
2019
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|---|---|
| Authors: | Sreejesh, S. ; Anusree, M. R. ; Ponnam, Abhilash |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 28.2019, 6, p. 711-742
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| Subject: | agreement | attitude | justice | Online reviews | patronage intention | review agreement | severity | webcare | Hotellerie | Hotel industry | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Bewertung | Evaluation | Online-Handel | Online retailing | Online-Marketing | Internet marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Notes: | Zusammenfassung in chinesischer Sprache |
| Other identifiers: | 10.1080/19368623.2019.1544958 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012176682