Au, Norman
      Online complaining behavior in mainland China hotels: the perception of Chinese and non-Chinese customers / Norman Au, Dimitros Buhalis, Rob Law. - 2014.

KST: 733-1; KST: 4221-5; KST: 2221; KST: 1043
* WEB 2.0, blog, društvene mreže, sadržaj koji stvara korisnik (UGC - User Generated Content, User Generated Reviews i/ili User Generated Media), eWoM (od-usta-do-usta), recenzije, e-usluge * zadovoljstvo * hotelijerstvo * Sjeveroistočna Azija
* znanstveni članak
* complaints * e-complaints * online * hotel * mainland China

* WEB 2.0, blogs, social networks, user generated content (UGC), User Generated Reviews and/or User Generated Media, eWoM, reviews, e-services * satisfaction * hotel industry * North-East Asia

1. Buhalis, Dimitrios
2. Law, Rob


U: International journal of hospitality and tourism administration. Vol.15 (2014), No. 3-4. - 248-274.

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