{"product_id":"managing-consumers-in-hospitality-service-situations-managing-service-failure-recovery-von-yun-lok-lee","title":"Managing Consumers in Hospitality Service Situations","description":"\u003cp\u003eThe 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.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783659306174\"\u003e\u003ch3\u003eManaging Service Failure \u0026amp; Recovery\u003c\/h3\u003e\u003c\/div\u003e","brand":"Libri","offers":[{"title":"Softcover - 9783659306174","offer_id":39448384110685,"sku":"9783659306174","price":84.9,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/b562d2a9-2c78-4ded-90f0-38020dc5a399.jpg?v=1776403883","url":"https:\/\/shop.autorenwelt.de\/products\/managing-consumers-in-hospitality-service-situations-managing-service-failure-recovery-von-yun-lok-lee","provider":"Autorenwelt Shop","version":"1.0","type":"link"}