The balance of the impact of quality and recovery on satisfaction : the case of e-travel
Merce Bernardo, Joseph Llach, Frederic Marimon and M. Mar Alonso-Almeida
| Year of publication: |
2013
|
|---|---|
| Authors: | Bernardo, Merce ; Llach, Joseph ; Marimon, Frederic ; Alonso-Almeida, M. Mar |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 24.2013, 12, p. 1390-1404
|
| Subject: | quality | satisfaction | loyalty | recovery | travel agencies | online | Kundenzufriedenheit | Customer satisfaction | Reisevermittler | Travel agency | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Produktqualität | Product quality | Beschwerdemanagement | Complaint management |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010207986