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Black, Hulda G.. A storytelling perspective on online customer reviews reporting service failure and recovery / Hulda G. Black, Scott W. Kelley. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
Dickinger, Astrid. An analysis of corporate e-mail communication as part of airlines' service recovery strategy / Astrid Dickinger, Ulrike Bauernfeind. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
Levy, Stuart E.. An analysis of one-star online reviews and responses in the Washington, D.C., lodging market / Stuart E. Levy, Wenjing Duan, Soyoung Boo. - 2013. // The Cornell Hotel and restaurant administration quarterly. Vol. 54 (2013), No. 1
Wang, Chen-ya. An examination of explanation typology on perceived informational fairness in teh context of air travel / Chen-ya Wang, Anna S. Mattila, Albert Bartlett. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 8
Customer complaints and organizational responses: a study of hotel guests in Northern Cyprus / Ugur Yavas ... [et al.]. - 2004. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 2-3
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Bradley, Graham L.. Dealing with service failures: the use of explanations / Graham L. Bradley, Beverly A. Sparks. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
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Min, Hyounae. Factors affecting customer satisfaction in repsonses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed / Hyounae Min, Yumi Lim, Vincent P. Magnini. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 2
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Investigating the effect of service quality on customer loyalty in the hotel industry: the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value / Nien-Te Kuo ... [et al.]. - 2013. // Journal of China tourism research. Vol. 9 (2013), No. 1-2-3-4
Mount, Daniel J.. Putting the dollar signs on quality: the benefits of service recovery in the hotel industry / Daniel J. Mount. - 2012. // Journal of quality assurance in hospitality & tourism. Vol. 13 (2012), No. 2
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Ok, Chihyung. Service recovery paradox: implications from an experimental study in a restaurant setting / Chihyung Ok, Ki-Joon Back, Carol W. Shanklin. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 3
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Kandampully, Jay. Service system: a strategic approach to gain a competitive advantage in the hospitality and tourism industry / Jay Kandampully, Ria Duddy. - 2001. // International journal of hospitality and tourism administration. Vol. 2 (2001), No. 1
Kwortnik, Robert J.. Shining examples of service when the lights went out: hotel employees and service recovery during the blackout of 2003 / Robert J. Kwortnik. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2
Kim, Taegoo (Terry). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels / Taegoo (Terry) Kim, Woo Gon Kim, Hong-Bumm Kim. - 2009. // Tourism management : research - policies - practice. Vol. 30 (2009), No. 1
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Guchait, Priyanko. The importance of error management culture in organizations: the impact on employee helping behaviors during service failures and recoveries in restaurants / Priyanko Guchait, Aysin Pasamehmetoglu, Jeanna Lanza-Abbott. - 2015. // Journal of human resources in hospitality and tourism. Vol. 14 (2015), No. 1
Gil, Sergio Moreno. The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain / Sergio Moreno Gil, Simon Hudson, Teresa Aguilar Quintana. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2
Mount, Daniel J.. The relationship of reliability and recovery to satisfaction and return intent at the hotel unit level / Daniel J. Mount, Anna Mattila. - 2009. // Journal of quality assurance in hospitality & tourism. Vol. 10 (2009), No. 4
Ro, Heejung. The use of student subjects in hospitality research: insights from subjective knowledge / Heejung Ro, Marketa Kubickova. - 2013. // Journal of quality assurance in hospitality & tourism. Vol. 14 (2013), No. 3-4
There is no 'i' in recovery: managements' perspective of service recovery / Kevin Murphy ... [et al.]. - 2015. // Journal of quality assurance in hospitality & tourism. Vol. 16 (2015), No. 3-4
O'Neill, John W.. Towards the development of a lodging service recovery strategy / John W. O'Neill, Anna S. Mattila. - 2004. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 1
Jung-Eun Yoo, Joanne. When customers complain: the value of customer orientation in service recovery / Joanne Jung-Eun Yoo, Taegoo Terry Kim, Gyehee Lee. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 4
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