The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment. The results show that: perceived risk has positive and negative impacts on negative emotions and service recovery satisfacti...

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Detalles Bibliográficos
Autor principal: Wei, Jiahua
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2021
Materias:
Psychology
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8200673/
https://www.ncbi.nlm.nih.gov/pubmed/34135837
http://dx.doi.org/10.3389/fpsyg.2021.685351

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8200673/
https://www.ncbi.nlm.nih.gov/pubmed/34135837
http://dx.doi.org/10.3389/fpsyg.2021.685351

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