The nature of an apology: An experimental study on how to apologize after a service failure
| Year of publication: |
2013
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|---|---|
| Authors: | Roschk, Holger ; Kaiser, Susanne |
| Published in: |
Marketing letters : a journal of research in marketing. - Dordrecht [u.a.] : Springer, ISSN 0923-0645, ZDB-ID 10310125. - Vol. 24.2013, 3, p. 293-309
|