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Identifying appropriate service recovery strategies in the event of a natural disaster · Study

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ArticleIdentifying appropriate service recovery strategies in the event of a natural disaster

Gabrielle Walters2021

Article2021

Identifying appropriate service recovery strategies in the event of a natural disaster

Gabrielle Walters · Judith Mair

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

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Service and Product Innovation

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References

1991Emotion And Adaptation 1988The Cognitive Structure of Emotions 1985Patterns of cognitive appraisal in emotion.2001Fear, anger, and risk.1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 2013Appraisal Theories of Emotion: State of the Art and Future Development 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

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Details

Year2021

Typearticle

Published2021-02-15

VenueJournal of Hospitality and Tourism Management

ISSN-L1447-6770

Languageen

Citations18

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jhtm.2021.01.015

openalex_workW3132408235

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