Sparks, Beverly A.
      I would have felt better if only ...Or, how to enhance customer satisfaction following service problems / Beverley A. Sparks.

KST: 4221-5
* zadovoljstvo
* znanstveni članak

* satisfaction
* fairness theory * service failure * consumers' emotional responces

U: Journal of quality assurance in hospitality & tourism. Vol. 3 (2002), No. 1-2. - 53-67.

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