Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
Lisa McQuilken; Nichola Robertson
| Year of publication: |
2013
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|---|---|
| Authors: | MacQuilken, Lisa ; Robertson, Nichola |
| Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 37.2013, 4, p. 537-562
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| Subject: | customer complaining behavior | level of responsibility | unconditional service guarantee | failure stability | service failure and restaurants | Gastronomie | Restaurant industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| 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/10010206596