Swanson, Scott R.
      Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors / Scott R. Swanson, Maxwell K. Hsu.

KST: 663-1; KST: 216-2
* kontrola učinkovitosti promocije * kvaliteta u turizmu
* znanstveni članak
* service failure * service recovery * switching * tourism * word-of-mouth

* tourism efficacity control * quality in tourism

1. Hsu, Maxwell K.


U: Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2. - 180-194.

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