haku: @author Schoefer, K. / yhteensä: 2
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| Tekijä: | Schoefer, K. Ennew, C. |
| Otsikko: | Customer evaluations of tour operators' responses to their complaints |
| Lehti: | Journal of Travel & Tourism Marketing
2004 : VOL. 17:1, p. 83-92 |
| Asiasana: | Tourism Tourist industry Travel agents Consumer behaviour |
| Kieli: | eng |
| Tiivistelmä: | This paper reportson an exploratory study, which uses perceived justice theory as a conceptional framework, to examine the search and the data is generated through a series of in-depth interviews. The results indicate that concepts associated with perceived justice, namely iteractional, procedural, and distributive justice, is relevant to consumers' evaluations of complaint handling. The results indicate that concepts associated with perceived justice, namely interactional, procedural, and distributive justice, is relevant to consumers' evaluations of complaint handling. |
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