Sunday, April 18, 2021
Home > 2021 > January > 10

Hotel Service Failure And The Psychology Of The Event

The relationship between hotel service failures and customer complaints boils down to the issue of "social context." This research finds that those with high moral identity centrality do not tend to engage in social disengaging negative emotions, specifically of the self-serving variety, when their ethical moral judgment of the client's behavior is stronger. Yet even these people may engage in

Read More