Mattila, Anna S.
      The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction / Anna S. Mattila, Wonae Cho, Heejung Ro.

KST: 216-2; KST: 4221-5
* kvaliteta u turizmu * zadovoljstvo
* znanstveni članak
* service failure * self-service technology * recovery satisfaction * gender

* quality in tourism * satisfaction

1. Cho, Wonae
2. Ro, Heejung


U: Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2. - 120-128.

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