What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Year of publication: |
2020
|
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Authors: | Hwang, Yoo Hee ; Gao, Yixing ; Mattila, Anna S. |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 87.2020, p. 1-7
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Subject: | Service failure | Service recovery | Construal level | Loyalty program | Recovery compensation | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenbindungsprogramm | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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