Effects of compensation for service recovery : from the equity theory perspective
Year of publication: |
2012
|
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Authors: | Kwon, SoYeon ; Jang, Soocheong |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 31.2012, 4, p. 1235-1243
|
Subject: | Gastronomie | Restaurant industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Gerechtigkeit | Justice | Szenariotechnik | Scenario analysis | USA | United States |
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