Examining the trade-off between compensation and promptness in eWOM-triggered service recovery : a restorative justice perspective
Year of publication: |
2019
|
---|---|
Authors: | Liu, Hongfei ; Jayawardhena, Chanaka ; Dibb, Sally ; Ranaweera, Chatura |
Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 75.2019, p. 381-392
|
Subject: | Service recovery | Electronic word-of-mouth (eWOM) | Online reviews | Restorative justice | Compensation | Speed of response | Service failure severity | Media engagement | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Gerechtigkeit | Justice | Konsumentenverhalten | Consumer behaviour | Online-Marketing | Internet marketing | Kundenservice | Customer service |
-
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens, (2021)
-
Bacile, Todd J., (2018)
-
Sreejesh, S., (2019)
- More ...
-
Social sharing of consumption emotion in electronic word of mouth (eWOM) : a cross-media perspective
Liu, Hongfei, (2021)
-
McLeay, Fraser, (2022)
-
Babu, Mujahid Mohiuddin, (2019)
- More ...