Developing a typology of customer misbehaviours : (case study: hotel industry, Iran five stars' hotels, Homa, Parsian Azadi, Esteghlal, Evin)
Year of publication: |
2018
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Authors: | Akbari, Mahsa |
Published in: |
International journal of business excellence. - Genève : Inderscience Enterprises Ltd., ISSN 1756-0047, ZDB-ID 2458823-4. - Vol. 16.2018, 1, p. 19-34
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Subject: | consumer misbehaviour | hotel industry | qualitative research | critical incident technique | CIT | typology | Iran | Hotellerie | Hotel industry | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
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