Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Year of publication: |
2020
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Authors: | Li, Chang-Jun ; Li, Fuli ; Fan, Pan ; Chen, Kai |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 85.2020, p. 1-13
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Subject: | Customer complaint | Harmony enhancement | Psychological climate for communication safety | Service failure | Service switching | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Betriebsklima | Work climate |
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