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The influence of failure sever...
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McQuilken, Lisa
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Robertson, Nichola
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International journal of hospitality management
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Journal of consumer behaviour : an international research review
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Is guarantee compensation enough? The important role of fix and employee effort in restoring justice
McQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10010102355
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2
Consumer complaints and recovery through guaranteeing self‐service technology
Robertson, Nichola
;
McQuilken, Lisa
;
Kandampully, Jay
- In:
Journal of consumer behaviour : an international …
11
(
2012
)
1
,
pp. 21-31
Persistent link: https://www.econbiz.de/10009823933
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3
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
McQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-963
Persistent link: https://www.econbiz.de/10009164447
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