Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors
| Year of publication: |
2012
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|---|---|
| Authors: | de Matos, Celso Augusto ; Vieira, Valter Afonso ; Veiga, Ricardo Teixeira |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 7226238. - Vol. 32.2012, 14 (1.11.), p. 2203-2218
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