Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty

  • Osman M. Karatepe
  • International Journal of Hospitality Management, March 2006, Elsevier
  • DOI: 10.1016/j.ijhm.2004.12.008

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http://dx.doi.org/10.1016/j.ijhm.2004.12.008

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