Gil, Sergio Moreno
      The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain / Sergio Moreno Gil, Simon Hudson, Teresa Aguilar Quintana.

KST: 216-2; KST: 3223-1-1; KST: 1023ES
* kvaliteta u turizmu * ponašanje potrošača * Španjolska
* znanstveni članak
* service quality * SERVQUAL * service recovery * customer loyalty * hotels

* quality in tourism * consumer behaviour * Spain

1. Hudson, Simon
2. Aguilar Quintana, Teresa


U: Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2. - 47-68.

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