Work

How do customers navigate perceived inappropriateness of collective emotion in group service recovery? An application of cognitive dissonance theory

Year: 2022

Type: article

Source: Tourism Management

DOI: 10.1016/j.tourman.2022.104615

Authors: Xing'an Xu, Juan Liu, Ruiying Cai

Institutions: Hainan University, Washington State University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

Funders: National Natural Science Foundation of China, Natural Science Foundation of Hainan Province

Awards: G2726414132, 人工智能幽默对服务补救效果的影响及作用机制, G8560564416

OpenAlex ID: W4283705576

FWCI: 3.49

Cites: 68

Cited by: 23

Related to: 10