Towards the development of a lodging service recovery strategy

Journal of Hospitality and Leisure Marketing

Volumn 11, Issue 1, 2004, Pages 51-64

  O’Neill, John W ^a   Mattila, Anna S ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Hotel; Service failure; Service recovery; Strategy

Indexed keywords

EID: 84977944941     PISSN: 10507051     EISSN: None     Source Type: Journal    
DOI: 10.1300/J150v11n01_04     Document Type: Article

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