Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty
| Year of publication: |
2012
|
|---|---|
| Authors: | Komunda, Mabel ; Osarenkhoe, Aihie |
| Published in: |
Business process management journal. - Bradford : Emerald, ISSN 1463-7154, ZDB-ID 13799617. - Vol. 18.2012, 1 (3.2.), p. 82-104
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