Hocutt, Mary Ann
      The impact of service guarantees on consumer responses in the hotel industry / Mary Ann Hocutt, Michael R. Bowers.

KST: 216-2; KST: 4221-5
* kvaliteta u turizmu * zadovoljstvo
* znanstveni članak
* service guarantee * complaint behavior * perceived justice * equity theory * customer satisfaction

* quality in tourism * satisfaction

1. Bowers, Michael R.


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 13 (2005), No. 1. - 5-23.

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