Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
Year of publication: |
2003
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Authors: | Hess Jr, Ronald L. ; Ganesan, Shankar ; Klein, Noreen M. |
Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 11878654. - Vol. 31.2003, 2, p. 127-145
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