The effect of geographical and personal proximity on online discussions of service failure incidents

Authors :: Svetlana Stepchenkova
Lijuan Su
Andrei P. Kirilenko
Source :: Current Issues in Tourism. 23:2230-2234
Publication Year :: 2019
Publisher :: Informa UK Limited, 2019.
Abstract: Online public discussions of service failure incidents might result in significant reputational damage for service providers. This study examines the geographical and personal proximity fac...

Subjects :: Service (business)
Service quality
business.industry
05 social sciences
Geography, Planning and Development
Service provider
Public relations
Public opinion
Hospitality industry
Tourism, Leisure and Hospitality Management
0502 economics and business
050211 marketing
Social media
business
China
050212 sport, leisure & tourism
Consumer behaviour

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