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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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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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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