The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
Lisa McQuilken; Nichola Robertson
| Year of publication: |
2011
|
|---|---|
| Authors: | MacQuilken, Lisa ; Robertson, Nichola |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 30.2011, 4, p. 953-962
|
| Subject: | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Gastronomie | Restaurant industry | Szenariotechnik | Scenario analysis | Australien | Australia |
| 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/10009242071