Understanding guest tolerance and the role of cultural familiarity in hotel service failures
Year of publication: |
January 2018
|
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Authors: | Trianasari, Nana ; Butcher, Ken ; Sparks, Beverley |
Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 27.2018, 1, p. 21-40
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Subject: | Service failure | cultural familiarity | severity | tolerance | customer satisfaction | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Hotellerie | Hotel industry | Beschwerdemanagement | Complaint management |
Type of publication: | Article |
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Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Notes: | Zusammenfassung in chinesischer Sprache |
Other identifiers: | 10.1080/19368623.2017.1329677 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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