A transactional model of forgiveness in the service failure context: a customer-driven approach
| Year of publication: |
2011
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|---|---|
| Authors: | Tsarenko, Yelena ; Tojib, Dewi Rooslani |
| Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 0887-6045, ZDB-ID 10271405. - Vol. 25.2011, 5 (2.8.), p. 381-393
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