Deakin home > Deakin University Library > Deakin Research Online > The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

McQuilken, Lisa and Robertson, Nichola 2011, The influence of guarantees, active requests to voice and failure severity on customer complaint behavior, Intenational journal of hospitality management, vol. 30, no. 4, pp. 953-962.

Attached Files (Some files may be inaccessible until you login with your Deakin Research Online credentials)
Name Description MIMEType Size Downloads

Title The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
Author(s) McQuilken, Lisa
Robertson, Nichola
Journal name Intenational journal of hospitality management
Volume number 30
Issue number 4
Start page 953
End page 962
Publisher Pergamon
Place of publication Oxford, England
Publication date 2011-12
ISSN 0278-4319
Language eng
Field of Research 150499 Commercial Services not elsewhere classified
Socio Economic Objective 909999 Commercial Services and Tourism not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2011 Elsevier Ltd. All rights reserved
Persistent URL http://hdl.handle.net/10536/DRO/DU:30035819

Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in Deakin Research Online is owned by the author, with all rights reserved.

Versions
Version Filter Type
Citation counts: TR Web of Science Citation Count  Cited 1 times in TR Web of Science
Access Statistics: 111 Abstract Views, 1 File Downloads  -  Detailed Statistics
Created: Fri, 24 Jun 2011, 11:26:08 EST by Katrina Fleming