How do customers react to critical service encounters?: A cross sectional perspective
| Year of publication: |
1999
|
|---|---|
| Authors: | Ruyter, Ko de ; Wetzels, Martin ; Birgelen, Marcel van |
| Published in: |
Total quality management. - Abingdon, Oxfordshire : Carfax Publ., ISSN 0954-4127, ZDB-ID 10416997. - Vol. 10.1999, 8, p. 1131-1146
|