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| Author: | Tyrrell, B. Woods, R. |
| Title: | E-complaints: Lessons to be learned from the service recovery literature |
| Journal: | Journal of Travel & Tourism Marketing
2004 : VOL. 17:2-3, p. 183-190 |
| Index terms: | Consumer behaviour Consumer satisfaction Consumers Tourism Travel Internet Research Literature |
| Freeterms: | WWW |
| Language: | eng |
| Abstract: | The study looks at the recent phenomenon of online or e-consumer complaints often referred to as e-complaints and stresses that travel and tourism professionals should address such complaints. E-complaints are then examined using the service recovery process. A detailed examination of the service recovery literature is undertaken. |
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