A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Year of publication: |
2011
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Authors: | Svari, Sander ; Slåtten, Terje ; Svensson, Göran ; Edvardsson, Bo |
Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 0887-6045, ZDB-ID 10271405. - Vol. 25.2011, 5 (2.8.), p. 323-336
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