The impact of service guarantees on consumer responses in the hotel industry

Journal of Hospitality and Leisure Marketing

Volumn 13, Issue 1, 2005, Pages 5-23

  Hocutt, Mary Ann ^a   Bowers, Michael R ^b  

^a SAMFORD UNIVERSITY   (United States)

^b ROLLINS COLLEGE   (United States)

Author keywords

Complaint behavior; Customer satisfaction; Equity theory; Perceived justicc; Service guarantee

Indexed keywords

EID: 33746626440     PISSN: 10507051     EISSN: 15410897     Source Type: Journal    
DOI: 10.1300/J150v13n01_02     Document Type: Article

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