Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Year of publication: |
2021
|
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Authors: | Sarkar, Abhigyan ; Sarkar, Juhi Gahlot ; Sreejesh, S. |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 94.2021, p. 1-14
|
Subject: | Brand hate | Brand retaliation | Dissatisfaction | Other customer perception | Service failure severity | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Äthiopien | Ethiopia | Kundenzufriedenheit | Customer satisfaction | Markenführung | Brand management | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Markenimage | Brand image | Wahrnehmung | Perception |
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