O'Neill, John W.
      Towards the development of a lodging service recovery strategy / John W. O'Neill, Anna S. Mattila. - 2004.

KST: 2417
* planovi razvoja ugostiteljskog poduzeća, controlling
* znanstveni članak
* service failure * service recovery * hotel * strategy

* development plans of catering enterprise, controlling

1. Mattila, Anna S.


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 1. - 51-64.

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