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.

KST: 133-4; KST: 216-2; KST: 5331-3-4
* zaposlenici u ugostiteljstvu * kvaliteta u turizmu * katastrofe prirodne (i dr.)
* znanstveni članak
* blackout * hotels * service failure * service recovery * service quality * service employees

* employees in catering industry * quality in tourism * natural disasters

U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2. - 23-45.

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