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A model of customer satisfaction with service encounters involving failure and recovery

By: Smith, Amy K.
Contributor(s): Bolton, Ruth N | Wagner, Janet.
Material type: materialTypeLabelBookSeries: Marketing Science Institute, Working paper report, no.98-100. Publisher: Cambridge Marketing Science Institute 1998Description: 44 p.Subject(s): Marketing | Customer service | Customer satisfactionDDC classification: 658.8
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Item type Current location Item location Call number Status Date due Barcode
Books Vikram Sarabhai Library
Slot 2162 (2 Floor, East Wing) 658.8 S6M6 (Browse shelf) Available 140538

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