Título/Resp.:	Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern / Beverley A. Sparks, Kevin Kam Fung So, Graham L. Bradley
Autor(es):	Sparks, Beverley; So, Kevin Kam Fung; Bradley, Graham
IN:	Tourism Management. - London, 1982, ISSN 0261-5177. - Vol. 53 (April 2016), p. 74 - 85
Assunto(s):	Hotéis; Internet; Consumidores; Clientela turística; Avaliação; Análise crítica

COTA	SIGLA	CÓDIGO BARRAS	ESTADO
RE-1193	CD	300100030789	Livre