The dynamic role of "should expectation" in service recovery paradox
Year of publication: |
2009
|
---|---|
Authors: | Tu, Rungting ; Chen, Ke ; Lin, Cheryl C. J. |
Published in: |
Frontiers of business research in China : selected publications from Chinese universities. - Beijing : Higher Education Press, ISSN 1673-7326, ZDB-ID 2388653-5. - Vol. 3.2009, 4, p. 583-598
|
Subject: | Erwartungsbildung | Expectation formation | USA | United States | Dienstleistungsqualität | Service quality | Theorie | Theory | Beschwerdemanagement | Complaint management |
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