How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xing'an Xu, Juan Liu, Ruiying Cai
| Year of publication: |
2022
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|---|---|
| Authors: | Xu, Xing'an ; Liu, Juan ; Cai, Ruiying |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 93.2022, p. 1-13
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| Subject: | Cognitive reappraisal | Customer participation in service recovery | Group service failure | Perceived inappropriateness of collective emotion | Protective face orientation | Relationship norms | Emotion | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Kognition | Cognition | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Sozialpsychologie | Social psychology |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2022.104615 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013366129