Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Year of publication: |
2021
|
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Authors: | Kim, Heewon ; Jang, Soocheong |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 95.2021, p. 1-12
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Subject: | Differential treatment | Loyalty | Scarcity messages | Service failure and recovery | Social comparison | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Vergleich | Comparison | Kundenzufriedenheit | Customer satisfaction |
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