Marcya Stefany GONZALES SANTIAGO and Ricardo Fontes CORREIA, “Service Recovery Influence on Consumer’s Complaint Intention to Obtain Benefits. The Case of the Cruise Ship Industry,”Proceedings of the 32nd International Business Information Management Association (IBIMA), ISBN: 978-0-9998551-1-9, 15-16 November 2018, Seville, Spain, p 2160-2175.
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