Bradley, Graham L.
      Dealing with service failures: the use of explanations / Graham L. Bradley, Beverly A. Sparks.

KST: 216-2; KST: 4221-5
* kvaliteta u turizmu * zadovoljstvo
* znanstveni članak
* explanations * service recovery * justice * service failure magnitude * customer satisfaction

* quality in tourism * satisfaction

1. Sparks, Beverley A.


U: Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2. - 129-143.

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