Loo, Poh Theng
      Profiling service failure and customer online complaint motives in the case of single failure and double deviation / Poh Theng Loo, Huey Chern Boo, Catheryn Khoo-Lattimore. - 2013.

KST: 221; KST: 216-2; KST: 4221-4; KST: 1044
* ugostiteljstvo * kvaliteta u turizmu * zadovoljstvo * Jugoistočna Azija i Pacifik
* znanstveni članak
* service failure * double deviation * content analysis * value complaint * complaint motive

* catering * quality in tourism * satisfaction * South-East Asia and the Pacific

1. Boo, Huey Chern
2. Khoo-Lattimore, Catheryn


U: Journal of hospitality marketing & management. Vol. 22 (2013), No. 7-8. - 728-751.

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