Societal norms, need for closure, and service recovery
Year of publication: |
2012
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Authors: | Mattila, Anna S. ; Choi, Sunmee |
Published in: |
Journal of international consumer marketing. - Philadelphia, Pa. : Taylor & Francis Group, ISSN 0896-1530, ZDB-ID 1080285-X. - Vol. 24.2012, 5, p. 356-371
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Subject: | societal norms | service recovery | tight/loose society | need for closure | Soziale Norm | Social norm | Dienstleistungsqualität | Service quality | Sozialpsychologie | Social psychology | Beschwerdemanagement | Complaint management |
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