Knutson, Bonnie J.
      Validating a typology of the customer from hell / Bonnie J. Knutson, Carl Borchgrevink, Bob Woods.

KST: 3223-1; KST: 31
* potrošači * istraživanje tržišta
* znanstveni članak

* consumers * market research
* customer from hell * restaurants * training * factor analysis * typology * service quality * bad service * poor service

1. Borchgrevink, Car P.l
2. Woods, Bob


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 6 (1999), No. 3. - 5-22.

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