The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Year of publication: |
2014
|
---|---|
Authors: | Kim, Jong-hyeong ; Jang, Soocheong |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 40.2014, p. 109-119
|
Subject: | Affect fading | Affect intensity | Memory | Service failure | Service recovery | Restaurant service | Gastronomie | Restaurant industry | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Emotion | Dienstleistungssektor | Service industry |
-
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus, (2022)
-
Flacandji, Michaël, (2023)
-
Sheng, Xiaojing, (2024)
- More ...
-
Kim, Jong-hyeong, (2014)
-
Memory retrieval of cultural event experiences : examining internal and external influences
Kim, Jong-Hyeong, (2016)
-
Determinants of authentic experiences : an extended Gilmore and Pine model for ethnic restaurants
Kim, Jong-Hyeong, (2016)
- More ...