Complaining in cyberspace : the motives and forms of hotel guests' complaints online
Year of publication: |
2010
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Authors: | Sparks, Beverley ; Browning, Victoria |
Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 19.2010, 7, p. 797-818
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Subject: | Hotellerie | Hotel industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Internet |
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