Consumer responses to compensation, speed of recovery and apology after a service failure
| Year of publication: |
2004
|
|---|---|
| Authors: | Wirtz, Jochen ; Mattila, Anna S. |
| Published in: |
International journal of service industry management : IJSIM. - Bradford : Emerald, ZDB-ID 1041356x. - Vol. 15.2004, 2, p. 150-166
|