'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-Xi Aw, Stephanie Hui-Wen Chuah, Mohamad Fazli Sabri and Han-Xi Chong
Year of publication: |
2022
|
---|---|
Authors: | Eugene Cheng-xi Aw ; Chuah, Stephanie Hui-wen ; Fazli, S. Mohamad ; Chong, Han-Xi |
Published in: |
International journal of services, economics and management. - Olney : Inderscience, ISSN 1753-0830, ZDB-ID 2418235-7. - Vol. 13.2022, 3, p. 225-242
|
Subject: | forgiveness | hotel | negative word-of-mouth | self-construal | service failure | service recovery | Mobilkommunikation | Mobile communications | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Hotellerie | Hotel industry | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |
Saved in:
Online Resource
Type of publication: | Article |
---|---|
Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Other identifiers: | 10.1504/IJSEM.2021.10042622 [DOI] 10.1504/IJSEM.2022.126216 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013552572