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The Service Industries Journal Volume 34, 2014 - Issue 1
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Articles

Cross-generational perceptions and reactions during service recovery

Edward KasabovUniversity of Exeter Business School, Streatham Court, University of Exeter, Exeter, EX4 4ST, UK;ESRC/EPSRC Advanced Institute of Management Research (AIM), WC1B 5DN, London, UKCorrespondence[email protected]
&
Tessa HainCustomer Relationship Management, Accenture, Frankfurt am Main, Germany
Pages 71-87 | Received 12 Apr 2011, Accepted 08 Feb 2012, Published online: 20 Feb 2013

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Read on this site (2)

Kakyom Kim & Giri Jogaratnam. (2024) Assessment of the relationships among exhibition dimensions, expenditure, and evaluation: A study of five generations. Journal of Convention & Event Tourism 25:2, pages 98-115.
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Lenna V. Shulga, James A. Busser & Hyelin (Lina) Kim. (2018) Generational Profiles in Value Co-Creation Interactions. Journal of Hospitality Marketing & Management 27:2, pages 196-217.
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Articles from other publishers (6)

Mariia Bordian, Irene Gil-Saura & Maja Šerić. (2022) The impact of value co-creation in sustainable services: understanding generational differences. Journal of Services Marketing 37:2, pages 155-167.
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Parin Parikh & Christopher S. Dutt. (2021) Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai. International Hospitality Review 36:2, pages 199-219.
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Jihye Min, Jiyoung Kim & Kiseol Yang. (2021) How generations differ in coping with a pandemic: The case of restaurant industry. Journal of Hospitality and Tourism Management 48, pages 280-288.
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Barry J. Babin, Weiling Zhuang & Adilson Borges. (2021) Managing service recovery experience: Effects of the forgiveness for older consumers. Journal of Retailing and Consumer Services 58, pages 102222.
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Kakyom Kim & Giri Jogaratnam. (2019) Analysis of the Nascar Hall of Fame Exhibition Event: A Generation-Based Market Segmentation Approach. Event Management 23:6, pages 913-926.
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Edward Kasabov & Anna C.C.C. da Cunha. (2014) Re-conceptualising call-centres as sites of control: the insider perspective. European Journal of Marketing 48:1/2, pages 25-46.
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