The impact of selected customer characteristics and response time on E-complaint satisfaction and return intent

Author： Mattila A.S.   Mount D.J.  

Publisher： Elsevier

ISSN： 0278-4319

Source： International Journal of Hospitality Management, Vol.22, Iss.2, 2003-06, pp. : 135-145

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants' patrons

By Sujithamrak Siriporn   Lam Terry  

Asia Pacific Journal of Tourism Research, Vol. 10, Iss. 3, 2005-09 ,pp. : 289-307

Routledge Ltd

Access to resources Recommend Favorite

Impact of services quality on customer satisfaction and repeat purchase attributes in hospitality industry

By Terán-Arteaga Ana Laura  

International Journal of Leisure and Tourism Marketing, Vol. 2, Iss. 3, 2011-09 ,pp. : 258-269

Inderscience Publishers

Access to resources Recommend Favorite

A Cross-cultural comparison of customer complaint behavior in restaurants in hotels

By Defranco Agnes   Wortman James   Lam Terry   Countryman Cary  

Asia Pacific Journal of Tourism Research, Vol. 10, Iss. 2, 2005-06 ,pp. : 173-190

Routledge Ltd

Access to resources Recommend Favorite

Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis

By Li Huiying   Ye Qiang   Law Rob  

Asia Pacific Journal of Tourism Research, Vol. 18, Iss. 7, 2013-10 ,pp. : 784-802

Routledge Ltd

Access to resources Recommend Favorite

The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels

By Dominici Gandolfo  

International Journal of Leisure and Tourism Marketing, Vol. 3, Iss. 3, 2013-03 ,pp. : 215-236

Inderscience Publishers

Access to resources Recommend Favorite