Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry / Davoud Nikbin ... [et al.].

KST: 2254; KST: 2413; KST: 1044
* zračni promet * management ugostiteljskog poduzeća * Jugoistočna Azija i Pacifik
* znanstveni članak
* service failure * service recovery * stability * controllability * recovery satisfaction * loyalty * airline industry

* air transportation * management of catering enterprise * South-East Asia and the Pacific

1. Nikbin, Davoud
2. Marimuthu, Malliga
3. Hyun, Sunghyup Sean
4. Ismail, Ishak


U: Journal of travel & tourism marketing OTPIS 2021. Vol. 31 (2014), No. 7-8. - 817-834.

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