The impact of critical incidents on customer relationships
Alternative title: | Die Wirkung kritischer Ereignisse auf Kundenbeziehungen |
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Year of publication: |
2015
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Authors: | Paulssen, Marcel ; Sommerfeld, Angela |
Published in: |
Die Betriebswirtschaft : DBW. - Stuttgart : Schäffer-Poeschel, ISSN 0342-7064, ZDB-ID 213053-1. - Vol. 75.2015, 5, p. 291-308
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Subject: | Critical incidents | MIMIC model | mood | relationship strenght |
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