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Error management at different organizational levels : frontline, manager, and company
Guchait, Priyanko; Kim, Kyungmin; Namasivayam, Karthik - In: International journal of hospitality management 31 (2012) 1, pp. 12-22
Persistent link: https://www.econbiz.de/10009406156
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Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin; Lee, Chung Hun; Mattila, Anna S. - In: Journal of hospitality marketing & management 23 (2014) 7/8, pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
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The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin; Wang, Chenya; Mattila, Anna S. - In: International journal of contemporary hospitality management 22 (2010) 7, pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
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Paying it forward : the influence of other customer service recovery on future co-creation
Kim, Kawon; Baker, Melissa A. - In: Journal of business research : JBR 121 (2020), pp. 604-615
Persistent link: https://www.econbiz.de/10012417381