A storytelling perspective on online customer reviews reporting service failure and recovery

Journal of Travel and Tourism Marketing

Volumn 26, Issue 2, 2009, Pages 169-179

  Black, Hulda G ^a   Kelley, Scott W ^a  

^a UNIVERSITY OF KENTUCKY   (United States)

Author keywords

Service failure; Service recovery; Storytelling

Indexed keywords

EID: 70450195291     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548400902864768     Document Type: Review

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