How we complain : the effect of personality on consumer complaint channels
Year of publication: |
January 2018
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Authors: | Berry, Riley ; Tanford, Sarah ; Montgomery, Rhonda ; Green, Alison |
Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 42.2018, 1, p. 74-101
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Subject: | consumer complaints | personality | service failure | locus of control | sociability | Cattell | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Persönlichkeitspsychologie | Personality psychology | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
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