A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
Year of publication: |
2002
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Authors: | Maxham III, James G. ; Netemeyer, Richard G. |
Published in: |
Journal of marketing. - Chicago, Ill : Publications Group of the American Marketing Association, ISSN 0022-2429, ZDB-ID 2183183. - Vol. 66.2002, 4, p. 57-71
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