Browsing by Subject "Customer threats,Service failure,Service recovery,Negative word of mouth,Threat to switch"
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“Give me an upgrade or I will give you a bad review!” Investigating customer threats in the hospitality industry
(Elservier, 2024)This work is a first attempt to explain the phenomenon of customer threats and identify the individual and situational factors that drive this phenomenon in tourism and hospitality. Towards this goal, one qualitative ...