Narrow search
Showing 1 - 2 of 2
Cover Image
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255
Cover Image
A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Svari, Sander; Svensson, Göran; Slåtten, Terje; … - In: Managing service quality : MSQ ; an international journal 20 (2010) 1, pp. 26-45
Persistent link: https://www.econbiz.de/10003940603