Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry / Davoud Nikbin ... [et al.]. - 2014. // Journal of travel & tourism marketing OTPIS 2021. Vol. 31 (2014), No. 7-8
Mattila, Anna S.. The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction / Anna S. Mattila, Wonae Cho, Heejung Ro. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
Početak