Dickinger, Astrid
      An analysis of corporate e-mail communication as part of airlines' service recovery strategy / Astrid Dickinger, Ulrike Bauernfeind.

KST: 732; KST: 216-2; KST: 2254
* elektroničko poslovanje * kvaliteta u turizmu * zračni promet
* znanstveni članak
* communication quality * service recovery * complaint handling * mistery study * airline industry * e-mail customer service

* e-business * quality in tourism * air transportation

1. Bauernfeind, Ulrike


U: Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2. - 156-168.

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