The influence of blogs on the complain intention: the case of the cruise ship industry
This paper investigates the influence of service recovery in the consumer's complaint intention to obtain benefits on the cruise industry. The research model proposed and tested empirically was based on a sample of 164 cruise vacationers who had experiences of a past service failure. The model...
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| Formato: | article |
| Idioma: | eng |
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2020
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| Texto completo: | http://hdl.handle.net/10198/20719 |
| País: | Portugal |
| Oai: | oai:bibliotecadigital.ipb.pt:10198/20719 |