Keywords: customer complaints, organizational responses, satisfaction, repurchase intension, word of mouth commmunication, northern Cyyprus, hotel industryPublished in RUP: 15.10.2013; Views: 3455; Downloads: 69 Link to full text
Keywords: ISO 9000, quality management systems, customer satisfaction, customer relationship management, standardsPublished in RUP: 15.10.2013; Views: 3237; Downloads: 86 Link to full text