Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type
| Year of publication: |
2013
|
|---|---|
| Authors: | Surachartkumtonkun, Jiraporn ; Patterson, Paul G. ; McColl-Kennedy, Janet R. |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 4108024. - Vol. 89.2013, 1, p. 72-87
|