The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes
| Year of publication: |
2012
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|---|---|
| Authors: | Tsarenko, Yelena ; Tojib, Dewi |
| Published in: |
Journal of marketing management : MM. - Abingdon : Routledge, Taylor & Francis Group, ISSN 0267-257X, ZDB-ID 6459717. - Vol. 28.2012, 9 (1.8.), p. 1217-1240
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