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An examination of customer loyalty and customer participation in the service recovery process in the Pakistani hotel industry : a pitch
Ashraf, Hafiz Ahmad, (2017)
Die Gästebeschwerde als Beziehungskonflikt : individual- und organsationspsychologische Anforderungen an das Beschwerdemanagement in der Hotellerie
Jeschke, Kurt, (2009)
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven, (2015)