Perceived controllability and service expectations: Influences on customer reactions following service failure
| Year of publication: |
2008
|
|---|---|
| Authors: | Choi, Sunmee ; Mattila, Anna S. |
| Published in: |
Journal of Business Research. - Elsevier, ISSN 0148-2963. - Vol. 61.2008, 1, p. 24-30
|
| Publisher: |
Elsevier |