There is no 'i' in recovery: managements' perspective of service recovery / Kevin Murphy ... [et al.].

KST: 2413; KST: 133-2; KST: 216-2; KST: 1051
* management ugostiteljskog poduzeća * manageri * kvaliteta u turizmu * Sjeverna Amerika
* znanstveni članak
* convention hotels * management * repeat customers * service failure * service recovery

* management of catering enterprise * managers * quality in tourism * North America

1. Murphy, Kevin
2. Bilgihan, Anil
3. Kubickova, Marketa
4. Boseo, Matt


U: Journal of quality assurance in hospitality & tourism. Vol. 16 (2015), No. 3-4. - 303-322.

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