Mixed Findings on the Service Recovery Paradox
Year of publication: |
2007
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Authors: | Ok, Chihyung ; Back, Ki-Joon ; Shanklin, Carol W. |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 7226238. - Vol. 27.2007, 5-6, p. 671-686
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