Cranage, David A.
      Sharing the responsibility for service failure with customers: the effects of informed choice and outcome foreseeability on customer loyalty and exit / David A. Cranage, Harish Sujan, Geoffrey Godbey.

KST: 4221-2; KST: 663-1
* odluke * kontrola učinkovitosti promocije * kvaliteta u turizmu
* znanstveni članak
* choice * service failure * foreseeability * relevant information * loyalty * responsibility

* decisions * tourism efficacity control * quality in tourism

1. Sujan, Harish
2. Godbey, Geoffrey


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 13 (2005), No. 3-4. - 207-237.

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