Joy and disappointment in the hotel experience: Managing relationship segments

Managing Service Quality: An International Journal

Volumn 19, Issue 1, 2009, Pages 4-30

  Johnson, Michael D ^a   Lervik Olsen, Line ^b   Wallin Andreassen, Tor ^b  

^a and Design   (United States)

^b BI NORWEGIAN BUSINESS SCHOOL   (Norway)

Author keywords

Customer relations; Customer satisfaction; Customer services quality; Individual psychology; Market segmentation

Indexed keywords

EID: 59949091449     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520910926782     Document Type: Article

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