Effect of disruptive customer behaviors on others' overall service experience : an appraisal theory perspective
Ruiying (Raine) Cai, Lu Lu, Dogan Gursoy
| Year of publication: |
December 2018
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|---|---|
| Authors: | Cai, Ruiying ; Lu, Lu ; Gursoy, Dogan |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 69.2018, p. 330-344
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| Subject: | Customer misbehavior | Disruptive customers | Appraisal theory | Perceived powerlessness | Perceived betrayal | Negative emotions | Konsumentenverhalten | Consumer behaviour | Emotion | Beziehungsmarketing | Relationship marketing | 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: | 10.1016/j.tourman.2018.06.013 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011903532