Ching-Yick Tse, Eliza
      Service quality in the hotel industry : when cultural contexts matter / Eliza Ching-Yick Tse, Suk-Ching Ho.

KST: 216-2; KST: 1043
* kvaliteta u turizmu * Istočna Azija i Pacifik
* znanstveni članak
* service failure * service recovery * Hong Kong hotels * customer satisfaction * critical incident technique

* quality in tourism * East Asia and the Pacific

1. Ho, Suk-Ching


U: The Cornell Hotel and restaurant administration quarterly. Vol. 50 (2009), No. 4. - 460-474.

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