The impact of selected customer characteristics and response time on E-complaint satisfaction and return intent

International Journal of Hospitality Management

Volumn 22, Issue 2, 2003, Pages 135-145

  Mattila, Anna S ^a   Mount, Daniel J ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Customer service centers; Electronic complaints; Service recovery; Technology readiness

Indexed keywords

EID: 0038015944     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0278-4319(03)00014-8     Document Type: Article

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