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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~person:"Robertson, Nichola"
~subject:"Complaint management"
~type_genre:"Article in journal"
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Complaint management
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Robertson, Nichola
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International journal of hospitality management
Journal of service research : JSR
Journal of consumer behaviour : an international research review
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
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Journal of strategic marketing
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Managing service quality : MSQ ; an international journal
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ECONIS (ZBW)
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The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
2
Predicting the likelihood of voiced complaints in the self-service technology context
Robertson, Nichola
;
Shaw, Robin N.
- In:
Journal of service research : JSR
12
(
2009/10
)
1
,
pp. 100-116
Persistent link: https://www.econbiz.de/10003878851
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