Perceived controllability and service expectations : influences on customer reactions following service failure
Year of publication: |
2008
|
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Authors: | Choi, Sunmee ; Mattila, Anna S. |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 61.2008, 1, p. 24-30
|
Subject: | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
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