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GH, Jagdip; (1988), “Consumer Complaint İntentions and Behavior: Definitional and
Taxonomical Issues'', Journal of Marketing, 52(1), 93-107.
SPARKS, Beverley A. ve Victoria BROWNING; (2010),“Complaining in Cyberspace: The
Motives and Forms of Hotel Guests' Complaints Online”, Journal of Hospitality
Marketing & Management, 19, ss. 797–818.
WESTBROOK, Robert A.; (1987), “Product/Consumption-
BasedAffectiveResponsesandPostpurchaseProcesses”, Journal of Marketing Research, 24(3),
ss. 258–270.
WILLIAMS, Paul ve Geoffrey N. SOUTAR; (2009), Value, Satisfaction and Behavioral Intentions
in an Adventure Tourism Context, Annals of Tourism Research, 36(3), ss. 413-438.
ZEMKE, Ron; (1999),“Service recovery: turning oops into opportunity”, İç. Ron ZEMKE ve John A.
WOODS (Ed.), Best Practices in Customer Service, AMA Publications, New York, ss. 279-88.
ZHANG, Yi ve Camilla VÁSQUEZ; (2014), “Hotels' Responses to Online Reviews: Managing
Consumer Dissatisfaction”, Discourse, Context and Media, 6, ss. 54–64.
405
Taxonomical Issues'', Journal of Marketing, 52(1), 93-107.
SPARKS, Beverley A. ve Victoria BROWNING; (2010),“Complaining in Cyberspace: The
Motives and Forms of Hotel Guests' Complaints Online”, Journal of Hospitality
Marketing & Management, 19, ss. 797–818.
WESTBROOK, Robert A.; (1987), “Product/Consumption-
BasedAffectiveResponsesandPostpurchaseProcesses”, Journal of Marketing Research, 24(3),
ss. 258–270.
WILLIAMS, Paul ve Geoffrey N. SOUTAR; (2009), Value, Satisfaction and Behavioral Intentions
in an Adventure Tourism Context, Annals of Tourism Research, 36(3), ss. 413-438.
ZEMKE, Ron; (1999),“Service recovery: turning oops into opportunity”, İç. Ron ZEMKE ve John A.
WOODS (Ed.), Best Practices in Customer Service, AMA Publications, New York, ss. 279-88.
ZHANG, Yi ve Camilla VÁSQUEZ; (2014), “Hotels' Responses to Online Reviews: Managing
Consumer Dissatisfaction”, Discourse, Context and Media, 6, ss. 54–64.
405
