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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Factors affecting customer satisfaction in repsonses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed ...