Choo, Hyungsuk
      Influencing factors on consumers' intention to complain in a franchise restaurant / Jooho Kim, Soyoung Boo.

KST: 224; KST: 423-1; KST: 663-2; KST: 4221-5; KST: 1051
* ugostiteljstvo - izvansmještajni kapaciteti * franchising * negativna promocija * zadovoljstvo * Sjeverna Amerika
* znanstveni članak
* franchise restaurant * dissatisfied customers * complaining behavior * seasonal groups

* catering - nonaccommodation facilities * franchising * negative publicity * satisfaction * North America

1. Boo, Soyoung


U: Journal of hospitality marketing & management. Vol. 20 (2011), No. 1-2. - 217-237.

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