Recovery strategies for service failures: the case of restaurants / Ilan Silber ... [et al.].

KST: 224; KST: 2413; KST: 216-2
* ugostiteljstvo - izvansmještajni kapaciteti * management ugostiteljskog poduzeća * kvaliteta u turizmu
* znanstveni članak
* service failure * service recovery * restaurant management

* catering - nonaccommodation facilities * management of catering enterprise * quality in tourism

1. Silber, Ilan
2. Israeli, Aviad
3. Bustin, Adi
4. Zvi, Ofir Ben


U: Journal of hospitality marketing & management. Vol. 18 (2009), No. 7. - 730-740.

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