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The Final Opportunity: The Effectiveness of a Customer Relations Call Center in Recovering Hotel Guests
Daniel J. Mount,
Anna Mattila
School of Hospitality Management
Research output
:
Contribution to journal
›
Article
›
peer-review
33
Scopus citations
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Dive into the research topics of 'The Final Opportunity: The Effectiveness of a Customer Relations Call Center in Recovering Hotel Guests'. Together they form a unique fingerprint.
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Keyphrases
Call Center
100%
Company Image
33%
Compliment Responses
33%
Customer Behavior
33%
Customer Complaints
33%
Customer Relationship
100%
Customer Response
33%
Hotel Chains
33%
Hotel Guests
100%
Image Behavior
33%
Image Measurement
33%
Intention to Return
33%
Negative Impact
33%
Partial Compensation
33%
Positive Customers
33%
Positive Impact
33%
Reimbursement
33%
Return Intention
33%
Return Perception
33%
Service Recovery
33%
Telephone Survey
33%
Computer Science
Customer Behavior
100%
Customer Relation
100%
Customer Response
100%
Exploratory Study
100%
Negative Impact
100%
Pay Careful Attention
100%
Social Sciences
Call Center
100%
Economics, Econometrics and Finance
Complaint Management
100%