Segmenting dissatisfied restaurant customers based on their complaining response styles

Journal of Foodservice Business Research

Volumn 6, Issue 1, 2003, Pages 25-44

  Gursoy, Dogan ^a   McCleary, Ken W ^b   Lepsito, Lawrence R ^c  

^a WASHINGTON STATE UNIVERSITY   (United States)

^b VIRGINIA POLYTECHNIC INSTITUTE AND STATE UNIVERSITY   (United States)

^c CENTRAL MICHIGAN UNIVERSITY   (United States)

Author keywords

Complaint segments; Complaint style; Dissatisfaction; Restaurant customers

Indexed keywords

EID: 34748919250     PISSN: 15378020     EISSN: 15378039     Source Type: Journal    
DOI: 10.1300/J369v06n01_03     Document Type: Article

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