The role of call centers in mollifying disgruntled guests

Anna S. Matilla; Daniel J. Mount

doi:10.1016/S0010-8804(03)90260-6

The role of call centers in mollifying disgruntled guests

Anna S. Matilla
, Daniel J. Mount

School of Hospitality Management

Research output: Contribution to journal › Comment/debate › peer-review

18 Scopus citations

Original language	English (US)
Pages (from-to)	75-80
Number of pages	6
Journal	Cornell Hotel and Restaurant Administration Quarterly
Volume	44
Issue number	4
DOIs	https://doi.org/10.1016/S0010-8804(03)90260-6
State	Published - Aug 2003

All Science Journal Classification (ASJC) codes

Tourism, Leisure and Hospitality Management

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10.1016/S0010-8804(03)90260-6

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title = "The role of call centers in mollifying disgruntled guests",

author = "Matilla, \{Anna S.\} and Mount, \{Daniel J.\}",

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AU - Matilla, Anna S.

AU - Mount, Daniel J.

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U2 - 10.1016/S0010-8804(03)90260-6

DO - 10.1016/S0010-8804(03)90260-6

M3 - Comment/debate

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JO - Cornell Hotel and Restaurant Administration Quarterly

JF - Cornell Hotel and Restaurant Administration Quarterly

IS - 4

ER -

The role of call centers in mollifying disgruntled guests

All Science Journal Classification (ASJC) codes

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