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

by Smith, Amy K | Bolton, Ruth N | Wagner, Janet.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Cambridge Marketing Science Institute 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.8 S6M6] (1).

Dynamic model of consumers' usage of services: usage as an antecedent and consequence of satisfaction

by Bolton, Ruth N | Lemon, Katherine N.

Material type: book Book; Format: print ; Literary form: Not fiction Publisher: Cambridge Marketing Science Institute 1998Availability: Items available for loan: Vikram Sarabhai Library [Call number: 658.8 B6D9] (1).

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