SSRN Electronic Journal · 2016 · 16 citations · 0 references
Open access
ManagementHospitality ManagementTourism ManagementCustomer Relationship ManagementHotel ManagementServices MarketingCustomer LoyaltyCustomer RetentionCustomer SatisfactionCustomer Service ManagementRetention StrategyService RecoveryCustomer Loyalty After RecoveryCustomer RecoveryCustomer Service RecoveryHospitality Service RecoveryLoyalty After Service FailureService Recovery AnalysisService Recovery BehaviorService Recovery Satisfaction