Yuksel, Atila
      Nonverbal service behavior and customer's affective assessment / Atila Yuksel. - 2008.

KST: 4221-5; KST: 216-2; KST: 133-4
* zadovoljstvo * kvaliteta u turizmu * zaposlenici u ugostiteljstvu
* znanstveni članak
* service recovery * complaint management * nonverbal behavior * emotions

* satisfaction * quality in tourism * employees in catering industry

U: Journal of quality assurance in hospitality & tourism. Vol. 9 (2008), No. 1. - 57-77.

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