Sparks, Beverley A.
      Complaining in cyberspace: the motives and forms of hotel guests' complaints online / Beverly A. Sparks, Victoria Browning.

KST: 4221-5; KST: 732; KST: 2221
* zadovoljstvo * elektroničko poslovanje * hotelijerstvo
* znanstveni članak
* online complaints * e-complaints * service failure * hospitality

* satisfaction * e-business * hotel industry

1. Browning, Victoria


U: Journal of hospitality marketing & management. Vol. 19 (2010), No. 7. - 797-818.

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