Work

Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry

Year: 2023

Type: article

Source: Journal of Hospitality and Tourism Management

DOI: 10.1016/j.jhtm.2023.03.018

Authors: Nicola E. Stokburger-Sauer, Verena Hofmann

Institutions: Universität Innsbruck, FOM University of Applied Sciences for Economics and Management

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

OpenAlex ID: W4366979856

FWCI: 8.142

Cites: 80

Cited by: 28

Related to: 10