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With or without mimicry: how should hotels structure their apology messages?

Year: 2025

Type: article

Source: International Journal of Contemporary Hospitality Management

DOI: 10.1108/ijchm-02-2025-0217

Authors: Rishab Chauhan, Neerja Pande

Institution: Indian Institute of Management Lucknow

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: W4416535443

FWCI: 1.282

Cites: 59

Cited by: 1

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