“I want to help” versus “I am just mad”: how affective commitment influences customer feedback decisions / Stephanie Qing Liu, Anna S. Mattila

Liu, Stephanie Qing; Mattila, Anna S.

Cornell Hospitality Quarterly. - California, ISSN 1938-9655. - Vol. 56, nº 2 (May 2015), p. 213 - 222

Comportamento do consumidor; Clientela turística; Serviços turísticos; Avaliação