Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Year of publication: |
2015
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Authors: | Ro, Heejung |
Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 24.2015, 3/4, p. 435-456
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Subject: | complaining behavior | noncomplainers | loyalty | neglect | relationship | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gastronomie | Restaurant industry | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
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