The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
| Year of publication: |
2002
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|---|---|
| Authors: | Smith, Amy K. ; Bolton, Ruth N. |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 11878654. - Vol. 30.2002, 1, p. 5-23
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