The effects of organizational responses to complaints on satisfaction and loyalty: A study of hotel guests in Northern Cyprus

Managing Service Quality: An International Journal

Volumn 14, Issue 6, 2004, Pages 476-486

  Karatepe, Osman M ^a   Ekiz, Erdogan H ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Complaints; Customer loyalty; Customer satisfaction; Cyprus; Organizational behaviour

Indexed keywords

EID: 84992969485     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520410569810     Document Type: Article

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