A Typology of Consumers' Emotional Response Styles during Service Recovery Encounters
Year of publication: |
2009
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Authors: | Schoefer, Klaus ; Diamantopoulos, Adamantios |
Published in: |
British journal of management : BJM. - Oxford : Blackwell Publ, ISSN 1045-3172, ZDB-ID 10554348. - Vol. 20.2009, 3, p. 292-308
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