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Tekijä: | Tyrrell, B. Woods, R. |
Otsikko: | E-complaints: Lessons to be learned from the service recovery literature |
Lehti: | Journal of Travel & Tourism Marketing
2004 : VOL. 17:2-3, p. 183-190 |
Asiasana: | Consumer behaviour Consumer satisfaction Consumers Tourism Travel Internet Research Literature |
Vapaa asiasana: | WWW |
Kieli: | eng |
Tiivistelmä: | 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. |
SCIMA