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Tekijä:Sanchez-Garcia, I.
Curras-Perez, R.
Otsikko:Effects of dissatisfaction in tourist services: The role of anger and regret
Lehti:Tourism Management
2011 : DEC, VOL. 32:6, p. 1397-1406
Asiasana:Spain
tourism
service
hotel and catering industry
restaurants
consumer behaviour
consumer satisfaction
Vapaa asiasana:dissatisfaction
Kieli:eng
Tiivistelmä:Dissatisfied customers because of a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. Based on a sample of nearly 360 users of restaurants and more that 300 users of hotel services. it is shown that, whereas anger has a significant influence on the three behaviors under study, regret only affects switching and negative word-of-mouth. In addition, minor differences btw. hotels and restaurants have been found in the case of restaurants due to anger not being an antecedent of switching while regret having an inverse effect on complaining.
SCIMA tietueen numero: 276769
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