Customer Complaints And The Effectiveness Of Service Guarantees In The Hotel Industry
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DOI: https://doi.org/10.20867/thm.28.2.9
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References listed on IDEAS
- Boulding, William & Kirmani, Amna, 1993. "A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 111-123, June.
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More about this item
Keywords
service guarantee; service quality; empowerment; customer satisfaction;All these keywords.
JEL classification:
- L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
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