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Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews: The Impact of Empathy, Paraphrasing, and Speed
Min, H., Lim, Y., Magnini, V. P.Volume:
56
Language:
english
Journal:
Cornell Hospitality Quarterly
DOI:
10.1177/1938965514560014
Date:
May, 2015
File:
PDF, 452 KB
english, 2015