Influence of empathy on hotel guests' emotional service experience
Year of publication: |
2017
|
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Authors: | Umasuthan, Hamsanandini ; Park, Oun-Joung ; Ryu, Jong-Hyun |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 31.2017, 6, p. 618-635
|
Subject: | Cognitive empathy | Emotional empathy | Emotional service experience | Hotel service | Mobilkommunikation | Mobile communications | Emotion | Hotellerie | Hotel industry | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kognition | Cognition | Tourismusberufe | Tourism employees | Konsumentenverhalten | Consumer behaviour |
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