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Tekijä:Lee, K.
Khan, M.A.
Ko, J-Y.
Otsikko:A cross-national comparison of consumer perceptions of service recovery
Lehti:Journal of Travel & Tourism Marketing
2008 : VOL. 24:1, p. 1-16
Asiasana:consumer attitudes
consumer behaviour
communication
restaurants
service
America
Korea
Kieli:eng
Tiivistelmä:This paper examines the cross-cultural impacts of service recoveries (hereafter as: srv-rec/s.), e.g. the consumer propensity to spread positive/negative word-of-mouth (as: WOM) about casual dining restaurants. In order to identify whether consumers have any differences/similarities in the effects of srv-rec/s. in terms of WOM and future patronage, American and Korean consumers were compared. Consumers are found to have different behaviours on srv-rec/s. as to the future patronage, WOM intent and loyalty according to their culture. In general, Korean consumers' WOM intent, patronage, and loyalty tended to increase more significantly than those of American customers after successful srv-rec/s.
SCIMA tietueen numero: 268499
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