Interactions between Service Recovery Efforts and Customer Characteristics: Apology, Compensation, and Empowerment
Author:
Affiliation:
1. Department of Foodservice Management, Dong-Eui University, Busan, South Korea
2. Hospitality Management, University of Missouri, Columbia, MO, USA
Publisher
Informa UK Limited
Subject
Tourism, Leisure and Hospitality Management
Link
https://www.tandfonline.com/doi/pdf/10.1080/1528008X.2020.1769523
Reference54 articles.
1. The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery
2. Adoption of Electronic Health Records in the Presence of Privacy Concerns: The Elaboration Likelihood Model and Individual Persuasion
3. Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews
4. Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristics
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