Leong, Jerrold K.
      The effects of service recovery on repeat patronage / Jerrold K. Leong, Woo Gon Kim, Sunny Ham. - 2002.

KST: 2412; KST: 4221-5
* unutarnja organizacija ugostiteljskog poduzeća * zadovoljstvo
* znanstveni članak

* internal organization of catering enterprise * satisfaction
* service failure * service recovery * complete resolution * repeat patronage

1. Kim, Woo Gon
2. Ham, Sunny


U: Journal of quality assurance in hospitality & tourism. Vol. 3 (2002), No. 1-2. - 69-94.

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