Customer misbehavior: The impact of a symbolic recovery strategy and cultural tightness-looseness on observing customers-Reference-Cited by-同舟云学术

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Customer misbehavior: The impact of a symbolic recovery strategy and cultural tightness-looseness on observing customers

Published:2024-09 Issue: Volume:60 Page:63-71
ISSN:1447-6770
Container-title:Journal of Hospitality and Tourism Management
language:en
Short-container-title:Journal of Hospitality and Tourism Management

Author:

Atanga Barbara Apaalabono^ORCID,Peng Zixi (Lavi)^ORCID,Mattila Anna S.^ORCID

Funder

J Willard and Alice S Marriott Foundation

Publisher

Elsevier BV

Reference75 articles.

1. Other customer service failures: Emotions, impacts, and attributions;Baker;Journal of Hospitality & Tourism Research,2018

2. Critical service encounters: The employee's viewpoint;Bitner;Journal of Marketing,1994

3. Effectiveness of recovery actions on deviant customer behavior—the moderating role of gender;Boo;International Journal of Hospitality Management,2013

4. The relationship between perceived violation of social norms and social control: Situational factors influencing the reaction to deviance;Brauer;Journal of Applied Social Psychology,2005

5. The roots of modern justice: Cognitive and neural foundations of social norms and their enforcement;Buckholtz;Nature Neuroscience,2012

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