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Author:

Lee, Bo-Youn

Title:

CAUSAL ATTRIBUTION AND EXPECTED RECOVERY BY SERVICE FAILURE TYPES

Graduate Program:

Hotel, Restaurant, and Institutional Management

Keywords:

causal attribution
service failures
self-service technologies
service recovery

File:

Download BoyounLee_DISSERTATION_v2.pdf

Committee Members:

David Allen Cranage, Dissertation Advisor/Co-Advisor
David Allen Cranage, Committee Chair/Co-Chair
Carolyn U Lambert, Committee Member
Daniel John Mount, Committee Member
S. Shyam Sundar, Committee Member

Author:

Lee, Hee Seok

Title:

Selected antecedents of customer loyalty within a restaurant loyalty program: Perceived control, privacy concern, perceived value of a loyalty program, and willingness to disclose information

Graduate Program:

Hotel, Restaurant, and Institutional Management

Keywords:

willingness to disclose information
customer loyalty
CRM
perceived control
privacy concern
perceived value

File:

Download HeeSeokLee.pdf

Committee Members:

Carolyn U Lambert, Committee Chair/Co-Chair
David Allen Cranage, Committee Member
Karthik Namasivayam, Committee Member
Dongwon Lee, Committee Member