A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
| Year of publication: |
1999
|
|---|---|
| Authors: | Smith, Amy K. ; Bolton, Ruth N. ; Wagner, Janet |
| Published in: |
Journal of marketing research : JMR. - Chicago, Ill : Assoc, ISSN 0022-2437, ZDB-ID 2183195. - Vol. 36.1999, 3, p. 356-372
|