Singh, Jaywant and Crisafulli, Benedetta (2017) Case study 4: Managing customer complaints: the case of Imperial Orchid Hotels in Thailand. In: Roy, Sanjit Kumar , Mutum, Dilip S. and Nguyen, Bang, (eds.) Services marketing cases in emerging markets: an Asian perspective. Cham, Switzerland : Springer International. pp. 35-44. ISBN 9783319329680

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