A Cross-Cultural Investigation of Customer Reactions to Service Failure and Recovery
| Year of publication: |
2011
|
|---|---|
| Authors: | Matos, Celso Augusto de ; Fernandes, Daniel Von der Heyde ; Leis, Rodrigo Pinto ; Trez, Guilherme |
| Published in: |
Journal of international consumer marketing. - Philadelphia, Pa. : Taylor & Francis Group, ISSN 0896-1530, ZDB-ID 1080285x. - Vol. 23.2011, 3 (1.5.), p. 211-229
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