CUSTOMER SERVICE - When Unhappy Customers Strike Back on the Internet
| Year of publication: |
2011
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|---|---|
| Authors: | Tripp, Thomas M ; Grégoire, Yany |
| Published in: |
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 52.2011, 3, p. 37-45
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