![Managing Consumers in Hospitality Service Situations: Managing Service Failure & Recovery - Yun-lok Lee - Books - LAP LAMBERT Academic Publishing - 9783659306174 - March 19, 2013](https://imusic.b-cdn.net/images/item/original/174/9783659306174.jpg?yun-lok-lee-2013-managing-consumers-in-hospitality-service-situations-managing-service-failure-recovery-paperback-book&class=scaled&v=1408589936)
Tell your friends about this item:
Managing Consumers in Hospitality Service Situations: Managing Service Failure & Recovery
Yun-lok Lee
Managing Consumers in Hospitality Service Situations: Managing Service Failure & Recovery
Yun-lok Lee
The book has 2 studies examining core service value beliefs of mainland Chinese. A means-end value chain method was used in Study 1 and an experimental design in Study 2. Study 1 revealed 5 value themes: face concerns, equity, valued patron, ?junzi? aspiration and social harmony. Study 2 tested 3 independent variables: social exposure (public/ private), interaction styles (favourable/unfavourable) and outcome (favourable/unfavourable) on dependent variables: social identity, satisfaction, word-of-mouth and repurchase intention. Evidence showed salient core service values did influence Chinese consumers? post-purchase behaviours. When consumers received a favourable service outcome and witnessed by others, an elevated social identity and lower negative word-of-mouth was reported, underscoring the importance Chinese placed on ?the context? of where face-impact occurs. High levels of satisfaction and lower negative word-of-mouth behaviours were also reported when consumers were treated with a favourable interaction style and given a favourable outcome. Their face was also raised when treated well, and witnessed by others. These findings are argued to have salient service implications.
Media | Books Paperback Book (Book with soft cover and glued back) |
Released | March 19, 2013 |
ISBN13 | 9783659306174 |
Publishers | LAP LAMBERT Academic Publishing |
Pages | 412 |
Dimensions | 150 × 23 × 225 mm · 603 g |
Language | English |
See all of Yun-lok Lee ( e.g. Paperback Book )