Tourists' emotional misattribution behavior under public health emergencies' haze: Insights from a quasi-experiment
Y Wang, Z Zhang, R Law, Z Zhang - Journal of Hospitality and Tourism …, 2025 - Elsevier
Tourists' emotions can be triggered by external stimuli, subsequently impacting their
attitudes and behavior. However, whether and how tourist review changes as a result of …
attitudes and behavior. However, whether and how tourist review changes as a result of …
Does ethnocentrism work? Evaluating the effect of airlines service recovery strategies on airline brand equity
The study aims to investigate how corporate social responsibility (CSR), service recovery
effort, severity of service failure, and ethnocentrism affect service recovery satisfaction and …
effort, severity of service failure, and ethnocentrism affect service recovery satisfaction and …
Do Recovery Efforts Have the Same Impact on Private and Public Complainants After Experiencing a Service Failure?
JG Caillier - Public Integrity, 2024 - Taylor & Francis
This study investigated service failures in a public organization, focusing on whether types of
complaints (ie, complaining publicly or privately), the exposure generated by complaints …
complaints (ie, complaining publicly or privately), the exposure generated by complaints …
Justicia Percibida, Lealtad y Confianza en Fallos en el Servicio
MEM García, MLO Hernández… - Investigación …, 2025 - iadministrativa.escasto.ipn.mx
El objetivo del presente es analizar la relación de la justicia percibida en la lealtad y
confianza de 625 consumidores en escenarios de fallo en empresas de servicio aéreo. El …
confianza de 625 consumidores en escenarios de fallo en empresas de servicio aéreo. El …
From legacy practices to passenger-centric recovery: understanding preferences for emerging solutions in passenger disruption management
AB Richardson - skemman.is
This thesis explores how Passenger Disruption Management (PDM) tools can enhance
service recovery following flight disruptions, focusing on their potential to align recovery …
service recovery following flight disruptions, focusing on their potential to align recovery …