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.

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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
Total pages 10
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

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