Black, Hulda G.
      A storytelling perspective on online customer reviews reporting service failure and recovery / Hulda G. Black, Scott W. Kelley. - 2009.

KST: 734; KST: 216-2
* informatika i turizam - ostalo * kvaliteta u turizmu
* znanstveni članak
* service failure * service recovery * storytelling

* tourism and informatics - other * quality in tourism

1. Kelley, Scott W.


U: Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2. - 169-179.

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