A model of customer satisfaction with service encounters involving failure and recovery Smith, Amy K.

By: Smith, Amy K
Contributor(s): Bolton, Ruth N | Wagner, Janet
Material type: TextTextSeries: Marketing Science Institute, Working paper report, no.98-100Publisher: Cambridge Marketing Science Institute 1998Description: 44 p.Subject(s): Marketing | Customer service | Customer satisfactionDDC classification: 658.8
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