Liu, Stephanie Qing. "I want to help" versus "I am just mad": how affective commitment influences customer feedback decisions / Stephanie Qing Liu, Anna S. Mattila. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 2
Zoghbi-Manrique-de-Lara, Pablo. Hotel guests' responses to service recovery: how loyalty influences guest behavior / Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suarez-Acosta, Teresa Aguiar-Quintana. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 2
Liu, Jui Shiang. We are in the same boat: tourist cicizenship behaviors / Jui Shiang Liu, Sheng-Hshiung Tsaur. - 2014. // Tourism management : research - policies - practice. Vol. 42 (2014)
Početak
"I want to help" versus "I am just mad": how affective commitment influences customer feedback decisions ...