Mattila, Anna S.
      The impact of timeliness on complaint satisfaction in the context of call-centers / Anna S. Mattila, Daniel J. Mount.

KST: 4221-5
* zadovoljstvo
* znanstveni članak
* call centers * service recovery * timeliness * problem resolution * hotel companies

* satisfaction

1. Mount, Daniel J.


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 3. - 5-16.

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