International Journal of Hospitality Management · 2016 · 71 citations · 61 references
ManagementHospitality ManagementIntercultural CommunicationTourismCustomer SatisfactionHospitality OperationsHospitality PracticesService FailureCultural Norms In HospitalityEmployee Service FailureHospitality Service QualityProblem Resolution In HospitalityService Quality Failures
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