When service failure is interpreted as discrimination : emotion, power, and voice
Year of publication: |
2019
|
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Authors: | Min, Hyounae ; Kim, Hyun Jeong |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 82.2019, p. 59-67
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Subject: | Service failure | Power | Perceived discrimination | Complaints | Voice | Emotion | Mobilkommunikation | Mobile communications | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Diskriminierung | Discrimination |
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