Plan to do it right: And plan for recovery

International Journal of Contemporary Hospitality Management

Volumn 16, Issue 4, 2004, Pages 210-219

  Cranage, David ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customer retention; Customer satisfaction; Service failures; Service improvements

Indexed keywords

EID: 84986133555     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596110410537360     Document Type: Review

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