Number 1-2 - Moments of sorrow and joy: An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
| Year of publication: |
2000
|
|---|---|
| Authors: | Odekerken-Schröder, Gaby ; Birgelen, Marcel van ; Lemmink, Jose ; Ruyter, Ko de ; Wetzels, Martin |
| Published in: |
European journal of marketing : EJM. - Bradford : Emerald, ISSN 0309-0566, ZDB-ID 189982x. - Vol. 34.2000, 1-2, p. 107-125
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