Quality of past performance: Impact on consumers’ responses to service failure
Year of publication: |
2007
|
---|---|
Authors: | Vázquez-Casielles, Rodolfo ; Río-Lanza, Ana del ; Díaz-Martín, Ana |
Published in: |
Marketing Letters. - Springer. - Vol. 18.2007, 4, p. 249-264
|
Publisher: |
Springer |
Subject: | Service quality | Service failure | Causal attributions | Emotions | Consumer satisfaction |
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