Exploring the nonlinear impact of critical incidents on customers' general evaluation of hospitality services
Gérson Tontini, Graziela dos Santos Bento, Thaíse Caroline Milbratz, Barbara Kobuszewski Volles, Daniela Ferrari
Year of publication: |
September 2017
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Authors: | Tontini, Gérson ; Bento, Graziela dos Santos ; Milbratz, Thaíse Caroline ; Kobuszewski Volles, Barbara ; Ferrari, Daniela |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 66.2017, p. 106-116
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Subject: | Service quality | Hospitality industry | TripAdvisor | Critical incident technique | Kano model | Dienstleistungsqualität | Krankenhaus | Hospital | Kundenzufriedenheit | Customer satisfaction | Gastgewerbe | Beziehungsmarketing | Relationship marketing |
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Online Resource