From "hypercritics" to "happy campers" : who complains the most in fine dining restaurants?
Year of publication: |
July 2017
|
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Authors: | Khalilzadeh, Jalayer ; Ghahramani, Ladan ; Tabari, Saloomeh |
Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 26.2017, 5, p. 451-473
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Subject: | Attitude toward complaining | consumer complaining behavior | recovery expectations | service failure | service recovery | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Gastronomie | Restaurant industry | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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