Cranage, David A.
      Service recovery and pre-emptive strategies for service failure: bogh lead to customer satisfaction and loyalty, but for different reasons / David A. Cranage, Anna S. Mattila.

KST: 4221-5; KST: 4221-1
* zadovoljstvo * percepcije
* znanstveni članak
* choice * apology * compensation * post-recovery satisfaction * loyalty

* satisfaction * perceptions

1. Mattila, Anna S.


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 13 (2005), No. 3-4. - 161-181.

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