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, doi: 10.1016/j.ijhm.2011.02.003. Attached Files 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 orcid.org/0000-0002-2314-7502 Robertson, Nichola orcid.org/0000-0002-9564-0945 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 DOI 10.1016/j.ijhm.2011.02.003 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 Document type: Journal Article Collections: Faculty of Business and Law Deakin Business School School of Management and Marketing 2018 ERA Submission Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Fri, 24 Jun 2011, 11:26:18 EST Tue, 28 Jun 2011, 16:42:22 EST Tue, 28 Jun 2011, 16:43:56 EST Mon, 23 Jan 2012, 11:06:14 EST Mon, 23 Jan 2012, 11:07:57 EST Wed, 27 Aug 2014, 22:42:35 EST Fri, 17 Oct 2014, 10:59:40 EST Tue, 03 Feb 2015, 12:48:38 EST Filtered Full Citation counts:   Cited 39 times in TR Web of Science Cited 36 times in Scopus Search Google Scholar Access Statistics: 968 Abstract Views, 8 File Downloads  -  Detailed Statistics Created: Fri, 24 Jun 2011, 11:26:08 EST by Katrina Fleming