Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Year of publication: |
2020
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Authors: | Luo, Anqi ; Mattila, Anna S. |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 90.2020, p. 1-11
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Subject: | Service failure types | Discrete negative emotions | Culture | Face-To-Face complaining | Emotion | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour |
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