What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Oscar Aguilar-Rojas, Carmina Fandos-Herrera and Carlos Flavián-Blanco
| Year of publication: |
2015
|
|---|---|
| Authors: | Aguilar-Rojas, Oscar ; Fandos-Herrera, Carmina ; Flavián Blanco, Carlos |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 27.2015, 2, p. 214-235
|
| Subject: | Gender | Service recovery | Complaints | Service failures | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Hotellerie | Hotel industry | Mobilkommunikation | Mobile communications | Beziehungsmarketing | Relationship marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011300096