Individual differences in perceptions of service failure and recovery : the role of race and discriminatory bias
Thomas L. Baker; Tracy Meyer; James D. Johnson
Year of publication: |
2008
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Authors: | Baker, Thomas L. ; Meyer, Tracy ; Johnson, James D. |
Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 36.2008, 4, p. 552-564
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Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Ethnische Diskriminierung | Ethnic discrimination | Wahrnehmung | Perception |
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