Smith, Amy K.
A model of customer satisfaction with service encounters involving failure and recovery Smith, Amy K. - Cambridge Marketing Science Institute 1998 - 44 p. - Marketing Science Institute, Working paper report, no.98-100 .
Marketing
Customer service
Customer satisfaction
658.8
A model of customer satisfaction with service encounters involving failure and recovery Smith, Amy K. - Cambridge Marketing Science Institute 1998 - 44 p. - Marketing Science Institute, Working paper report, no.98-100 .
Marketing
Customer service
Customer satisfaction
658.8