The effects of service failures and recovery on customer loyalty in e-services: An empirical investigation
| Year of publication: |
2009
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| Authors: | Sousa, Rui ; Voss, Christopher A. |
| Published in: |
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA. - Bingley : Emerald, ISSN 0144-3577, ZDB-ID 7624499. - Vol. 29.2009, 7-8, p. 834
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