Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective
Heejung Ro
| Year of publication: |
2015
|
|---|---|
| Authors: | Ro, Heejung |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 24.2015, 3/4, p. 435-456
|
| Subject: | complaining behavior | noncomplainers | loyalty | neglect | relationship | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Gastronomie | Restaurant industry | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |