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001-es BibID:	BIBFORM098787
Első szerző:	Premordia, Inda
Cím:	Dear customer, thank you for your review: the service failure-recovery dyadic interactions in the restaurant industry / Inda Premordia, Timea Gál
Dátum:	2021
ISSN:	2146-4405
Megjegyzések:	The advent of Web 2.0 has encouraged restaurant customers to post online reviews, and oftentimes, not in favor of the company. When a service failure occurs, the customer may voice their complaints publicly online. The company, on the other hand, has the opportunity to respond to these complaints and use it as a part of their service recovery strategy. While some companies are responding to negative reviews, only a few have the knowledge on how to do it effectively. Built on perceived justice framework: distributive, procedural, interactional; and service failure severity type: outcome-process, major-minor, present study intends to understand different resolution styles adopted by the company to varying types of customer complaint. The findings outline: (1) the vast majority of the company exhibits only a low level of responsiveness to complaints; (2) the most severe complaints deal with psychological loss, physical loss and major incidents lead to frustration; (3) however, different strategies depending upon service failure severity are yet to be implemented by the company; (4) while components in interactional justice are mostly performed, rude responses are also frequently applied. Further elaboration of the findings and insights for marketing practice are discussed in the text.
Tárgyszavak:	Társadalomtudományok Közgazdaságtudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk Service recovery Service failure severity Online customer reviews Restaurant industry
Megjelenés:	International Review of Management and Marketing. - 11 : 3 (2021), p. 49-57. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL DOI Intézményi repozitóriumban (DEA) tárolt változat
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001-es BibID:	BIBFORM085347
Első szerző:	Rafinda, Ascaryan (financial behaviour)
Cím:	Financial literacy of economics and non-economics students / Rafinda Ascaryan, Gal Timea
Dátum:	2020
ISSN:	2146-4405
Tárgyszavak:	Társadalomtudományok Gazdálkodás- és szervezéstudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk
Megjelenés:	International Review of Management and Marketing. - 10 : 3 (2020), p. 35-38. -
További szerzők:	Gál Tímea (1985-) (gazdasági agrármérnök)
Pályázati támogatás:	EFOP-3.6.3.-VEKOP-16-2017-00007 EFOP
Internet cím:	Szerző által megadott URL DOI Intézményi repozitóriumban (DEA) tárolt változat
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001-es BibID:	BIBFORM083176
Első szerző:	Rafinda, Ascaryan (financial behaviour)
Cím:	Predictive Power of Situational Factor and Individual Factor on Misreporting Behaviour / Ascaryan Rafinda, Agus Suroso, Timea Gal
Dátum:	2020
ISSN:	2146-4405
Megjegyzések:	The aim of this research is to compare the predictive power of situational factors and individual factors on misreporting behaviour. The experiments were done to 64 undergraduate students divided into four classes. Each class got a different manipulation on situational factors such as superior's authority and social conditions. Both of them were manipulated to determine their effects on misreporting behaviour, while individual factors were measured by DIT to classify moral reasoning level. Participants attended two sessions of the experiment. The first session was conducted to measure the level of student moral reasoning. The second session measured student misreporting behaviour. The analysis was done by comparing error prediction on both factors and t-test Independent sample was used. This research found that situational factors have smaller error prediction than individual factors. It means the situational factor is more powerful predictor than the individual factor. It's imply that organization which wants to reduce misreporting behaviour should focusing deeper to the situational factor than individual factor.
Tárgyszavak:	Társadalomtudományok Gazdálkodás- és szervezéstudományok idegen nyelvű folyóiratközlemény külföldi lapban folyóiratcikk Individual Factor Misreporting Behaviour Situational Factor
Megjelenés:	International Review of Management and Marketing. - 10 : 1 (2020), p. 84-90. -
További szerzők:	Suroso, Agus Gál Tímea (1985-) (gazdasági agrármérnök)
Internet cím:	Szerző által megadott URL DOI Intézményi repozitóriumban (DEA) tárolt változat
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