The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels
作者： Taegoo (Terry) Kim , Woo Gon Kim , Hong-Bumm Kim
DOI: 10.1016/J.TOURMAN.2008.04.003
关键词:
摘要: … justice of the recovery efforts following service failure with important customer relationships. … on recovery satisfaction and to examine the relationships between recovery satisfaction and …
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