Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses
Year of publication: |
2007
|
---|---|
Authors: | Bonifield, Carolyn ; Cole, Catherine |
Published in: |
Marketing Letters. - Springer. - Vol. 18.2007, 1, p. 85-99
|
Publisher: |
Springer |
Subject: | Post-purchase | Anger | Regret | Recovery |
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