Is consumer forgiveness possible?

Purpose This study aims to investigate how consumer forgiveness is formed by examining rumination and distraction by consumers in hotel service failures. Design/methodology/approach Data were collected using a self-administered questionnaire in the USA. A total of 371 usable responses were obtained....

Ausführliche Beschreibung

Bibliographische Detailangaben

Veröffentlicht in:	International journal of contemporary hospitality management 2019-04, Vol.31 (4), p.1567-1587
Hauptverfasser:	Hur, JungYun (Christine), Jang, SooCheong (Shawn)
Format:	Artikel
Sprache:	eng
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!