Balancing the scales: recovering from service failures depends on the psychological distance of consumers
| Year of publication: |
2012
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|---|---|
| Authors: | Lii, Yuan-shuh ; Pant, Anurag ; Lee, Monle |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 7226238. - Vol. 32.2012, 11 (1.8.), p. 1775-1791
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