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~isPartOf:"International journal of pharmaceutical and healthcare marketing : IJPHM"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~person:"Fazli, S. Mohamad"
~subject:"Service quality"
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Service quality
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Complaint management
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Consumer behaviour
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Customer satisfaction
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Customer service
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Dienstleistungsqualität
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forgiveness
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hotel
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negative word-of-mouth
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Fazli, S. Mohamad
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International journal of pharmaceutical and healthcare marketing : IJPHM
International journal of services, economics and management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw
;
Chuah, Stephanie Hui-wen
;
Fazli, S. …
- In:
International journal of services, economics and management
13
(
2022
)
3
,
pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
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