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~person:"Kim, Woo Gon"
~person:"Mattila, Anna S."
~subject:"Service management"
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Service management
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Kim, Woo Gon
Mattila, Anna S.
Brotherton, Bob
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International journal of contemporary hospitality management
1
International journal of hospitality management
1
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ECONIS (ZBW)
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Other consumers in service encounters : a script theoretical perspective
Miao, Li
;
Mattila, Anna S.
;
Mount, Dan
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 933-941
Persistent link: https://www.econbiz.de/10009242085
Saved in:
2
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
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