Customer complaints and organizational responses: a study of hotel guests in Northern Cyprus / Ugur Yavas ... [et al.].

KST: 4221-5; KST: 363-2; KST: 1023CY
* zadovoljstvo * marketing destinacija * Cipar
* znanstveni članak
* service recovery * hospitality industry * marketing strategy * Northern Cyprus * survey

* satisfaction * destination marketing * Cyprus

1. Yavas, Ugur
2. Karatepe, Osman M.
3. Babakus, Emin
4. Avci, Turgay


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 2-3. - 31-46.

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