Publication in refereed journal
香港中文大学研究人员 ( 现职)
| 冼日明教授 (市场学系) |
| 尹振英教授 (酒店及旅游管理学院) |
| 陈克先博士 (市场学系) |
全文
| 数位物件识别号 (DOI) http://dx.doi.org/10.1016/j.ijhm.2006.02.004 |
引用次数
Scopushttp://aims.cuhk.edu.hk/converis/portal/Publication/32Scopus source URL
其它资讯
摘要This research examines consumer responses to process and outcome failures in two hospitality settings, a hotel and a restaurant. Converging evidence from two experiments indicates that dissatisfaction with service failures reflects the joint influence of failure type and value orientation. Specifically, a face-conscious value that emphasizes a positive public self-image has an aggravating effect on dissatisfaction, and the effect is stronger for process failures. In contrast, a fate-submissive value that conduces fatalistic thinking has an attenuating effect on dissatisfaction, and the effect is stronger for outcome failures. These results have broad implications for hospitality research and practice, especially in the areas of service quality management and target marketing. ? 2006 Elsevier Ltd. All rights reserved.
着者Chan H., Wan L.C., Sin L.Y.M.
期刊名称INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
出版年份2007
月份9
日期1
卷号26
期次3
出版社Pergamon Press
出版地United States
页次531 - 545
国际标準期刊号0278-4319
语言英式英语
关键词Dissatisfaction, Face, Fate, Service failures, Values
