Service provider responses to anxious and angry customers: different challenges, different payoffs
| Year of publication: |
2004
|
|---|---|
| Authors: | Menon, Kalyani ; Dubé, Laurette |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 4108024. - Vol. 80.2004, 3, p. 229-238
|