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Joint effect of service recovery types and times on customer satisfaction in lodging · Study

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ArticleJoint effect of service recovery types and times on customer satisfaction in lodging

Dan Jin2019

Article2019

Joint effect of service recovery types and times on customer satisfaction in lodging

Dan Jin · Annmarie Nicely · Alei Fan · Howard Adler

42 citations·0/0 files stored·Journal of Hospitality and Tourism Management

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Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

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References

1951Coefficient Alpha and the Internal Structure of Tests 2003Evolving to a New Dominant Logic for Marketing 2008On value and value co-creation: A service systems and service logic perspective 2006Service-dominant logic: reactions, reflections and refinements 2006The Service-dominant Logic of Marketing: Dialog, Debate, and Directions 2003Psychological Implications of Customer Participation in Co-Production 2015Service Research Priorities in a Rapidly Changing Context 2004The Four Service Marketing Myths

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2022The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps

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Details

Year2019

Typearticle

Published2019-02-04

VenueJournal of Hospitality and Tourism Management

ISSN-L1447-6770

Languageen

Citations42

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jhtm.2019.01.005

openalex_workW2912955176

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