Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Year of publication: |
2008
|
---|---|
Authors: | Mattila, Anna S. ; Ro, Heejung |
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. 32.2008, 1, p. 89-107
|
Subject: | Gastgewerbe | Hospitality industry | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management |
-
Huang, Zhuowei, (2016)
-
Huang, Zhuowei, (2014)
-
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin, (2010)
- More ...
-
Mattila, Anna S., (2009)
-
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung, (2015)
-
Customer satisfaction, service failure and service recovery
Mattila, Anna S., (2008)
- More ...