The relationship between consumer complaining behavior and service recovery : an integrative review
Year of publication: |
2010
|
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Authors: | Kim, Kyungmin ; Wang, Chenya ; Mattila, Anna S. |
Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 22.2010, 7, p. 975-991
|
Subject: | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Gastgewerbe | Hospitality industry | Dienstleistungsmanagement | Service management |
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