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A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem; El Hedhli, Kamel; Chebat, Jean-Charles - In: International journal of quality and service sciences 6 (2014) 4, pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
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Understanding guest tolerance and the role of cultural familiarity in hotel service failures
Trianasari, Nana; Butcher, Ken; Sparks, Beverley - In: Journal of hospitality marketing & management 27 (2018) 1, pp. 21-40
Persistent link: https://www.econbiz.de/10011848315
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Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh, S.; Anusree, M. R.; Ponnam, Abhilash - In: Journal of hospitality marketing & management 28 (2019) 6, pp. 711-742
Persistent link: https://www.econbiz.de/10012176682