The impact of Service Recovery Performance on Word-of-Mouth Communication: The Intermediate Role of Customer Perceived Value, Customer Experience, Emotional Response and Brand Loyalty
According to the role of the customer in hospitality industry and importance of the provided quality of services, there is an increasing intense competition in the industry; hence, the recovery of failed services provides a second chance for companies to bolster their relationship with the customers...
| الحاوية / القاعدة: | Muṭāli̒āt-i Mudīriyyat-i Gardishgarī |
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| المؤلفون الرئيسيون: | , , |
| التنسيق: | مقال |
| اللغة: | الفارسية |
| منشور في: |
Allameh Tabataba'i University Press
2017-09-01
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| الموضوعات: | |
| الوصول للمادة أونلاين: | https://tms.atu.ac.ir/article_7872_080ea1701339a9ec95b012dfb321d744.pdf |