Internet diffusion of an e-complaint: A content analysis of unsolicited responses

Journal of Travel and Tourism Marketing

Volumn 17, Issue 2-3, 2005, Pages 145-165

  Shea, Linda ^a   Enghagen, Linda ^a   Khullar, Ashish ^b  

^a UNIVERSITY OF MASSACHUSETTS   (United States)

^b EXPEDIA GROUP   (United States)

Author keywords

Complaint behavior; Diffusion; E complaint; E mail; Service recovery; Word of mouth communication

Indexed keywords

EID: 84993098425     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1300/J073v17n02_12     Document Type: Article

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