Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations
| Year of publication: |
2013
|
|---|---|
| Authors: | Kim, Min Gyung ; Mattila, Anna S. |
| Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 0887-6045, ZDB-ID 10271405. - Vol. 27.2013, 5 (26.7.), p. 361-370
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