Hotel Guests’ Responses to Service Recovery: How Loyalty Influences Guest Behavior / Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suárez-Acosta, Teresa Aguiar-Quintana
A justice framework for understanding how guests react to hotel employee (mis)treatment / Pablo Zoghbi-Manrique-de-Lara, Teresa Aguiar-Quintana, Miguel A. Suárez-Acosta