Profiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation

Journal of Hospitality Marketing and Management

Volumn 22, Issue 7, 2013, Pages 728-751

  Loo, Poh Theng ^a   Boo, Huey Chern ^b   Khoo Lattimore, Catheryn ^a  

^a TAYLOR S UNIVERSITY   (Malaysia)

^b UNIVERSITY PUTRA MALAYSIA   (Malaysia)

Author keywords

complaint motive; content analysis; double deviation; online complaint; service failure

Indexed keywords

EID: 84885190052     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2013.724373     Document Type: Article

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