Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2. - 2009
Inv. br.: č2009/013-2
The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction, 120-128.
- Dealing with service failures: the use of explanations, 129-143.
- Enough is enough! Or is it? Factors that impact switching intentions in extended travel service transactions, 144-155.
- An analysis of corporate e-mail communication as part of airlines' service recovery strategy, 156-168.
- A storytelling perspective on online customer reviews reporting service failure and recovery, 169-179.
- Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors, 180-194.
- Service failure and recovery in an all-suite hotel/serviced apartment context: a case study, 195-199.