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~person:"Berry, Sue"
~person:"Chan, Edwin H. W."
~person:"Hsu, Cathy H. C."
~subject:"Customer satisfaction"
~type:"article"
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Customer satisfaction
Dienstleistungsqualität
5
Service quality
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Beschwerdemanagement
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Complaint management
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Kundenzufriedenheit
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Acculturation
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China
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Consumer behaviour
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Berry, Sue
Chan, Edwin H. W.
Hsu, Cathy H. C.
Weber, Karin
5
Sparks, Beverley
3
Bradley, Graham L.
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Jarvis, Nigel
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International journal of hospitality management
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Journal of travel and tourism marketing
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Tourism management : research, policies, practice
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ECONIS (ZBW)
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Same but different : Chinese-American and Mainland Chinese consumers’ perceptions of and behavior in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
;
Sparks, Beverley
- In:
Journal of travel and tourism marketing
33
(
2016
)
4/6
,
pp. 471-496
Persistent link: https://www.econbiz.de/10011517125
Saved in:
2
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Sparks, Beverley
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
3
Beyond a single firm and internal focus service failure/recovery : multiple providers and external service recoveries
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Journal of travel research : a quarterly publication of …
61
(
2022
)
1
,
pp. 50-63
Persistent link: https://www.econbiz.de/10012794781
Saved in:
4
Banding together in a festival context : examining effects of a joint-stakeholder external service recovery
Weber, Karin
;
Hsu, Cathy H. C.
- In:
Tourism management : research, policies, practice
83
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012417501
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