Título/Resp.:	E-complaints: lessons to be learned from the service recovery literature / Brian Tyrrell, Robert Woods
Autor(es):	Tyrrell, Brian; Woods, Robert H.
Publicação:	[S.l.: s.n.]
IN:	Journal of Travel & Tourism Marketing. - New York; RE-1562;
	Vol. 17, nº 2/3 (2004), p. 183-191; RE-1562