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Exploring the nonlinear impact of critical incidents on customers’ general evaluation of hospitality services

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References

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1999Customer satisfaction and its measurement in hospitality enterprises670 cited
2000An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers

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658 cited

1995Service recovery: Impact on satisfaction and intentions652 cited

2015Customer loyalty: a review and future directions with a special focus on the hospitality industry620 cited

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