Mount, Daniel J.
      Putting the dollar signs on quality: the benefits of service recovery in the hotel industry / Daniel J. Mount.

KST: 2221; KST: 4221-4; KST: 2411-1; KST: 100
* hotelijerstvo * preferencije, vjernost * produktivnost ugostiteljskog poduzeća * svijet
* znanstveni članak
* hotels * service quality * service recovery * revenue recovery * intent to return

* hotel industry * preferences, loyalty * productivity of catering enterprise * world

U: Journal of quality assurance in hospitality & tourism. Vol. 13 (2012), No. 2. - 152-163.

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