Developing a consumer complaining and recovery effort scale
Lu Lu, Dogan Gursoy, Christina Geng-Qing Chi, Guangshun Xiao
| Year of publication: |
June 2018
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| Authors: | Lu, Lu ; Gursoy, Dogan ; Chi, Christina Geng-Qing ; Xiao, Guangshun |
| Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 42.2018, 5, p. 686-715
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| Subject: | consumer complaining and recovery effort | service recovery | scale development | procedural effort | cognitive effort | time-related effort | affective effort | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1096348015597033 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011912319