When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation

International Journal of Hospitality Management

Volumn 30, Issue 1, 2011, Pages 213-220

  Wan, Lisa C ^a   Chan, Elisa K Y ^b   Su, Lei ^c  

^a LINGNAN UNIVERSITY   (Hong Kong)

^b 335 Statler Hall   (United States)

^c CHINESE UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Attribution; Personal similarity; Regulatory focus; Service failures

Indexed keywords

EID: 77957879235     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2010.07.004     Document Type: Article

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