Emotional antecedents and outcomes of service recovery : an exploratory study in the luxury hotel industry
Kristen Riscinto Kozub and Martin Anthony O’Neill; Adrian A. Palmer
| Year of publication: |
2014
|
|---|---|
| Authors: | Riscinto-Kozub, Kristen Ann ; O’Neill, Martin Anthony ; Palmer, Adrian A. |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 28.2014, 3, p. 233-243
|
| Subject: | Emotion | Recovery | Failure | Satisfaction | Hotellerie | Hotel industry | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Luxusgüter | Luxury goods | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010391426