The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

International Journal of Hospitality Management

Volumn 30, Issue 4, 2011, Pages 953-962

  McQuilken, Lisa ^a   Robertson, Nichola ^b  

^a DEAKIN UNIVERSITY   (Australia)

^b DEAKIN UNIVERSITY   (Australia)

Author keywords

Customer complaint behavior; Restaurants; Service failure severity; Service guarantees; Service workers

Indexed keywords

EID: 79958841054     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.02.003     Document Type: Article

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