haku: @author Ennew, C. / yhteensä: 5
viite: 2 / 5
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.
SCIMA tietueen numero: 255594
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