—Why Does Poor Service Prevail?
Year of publication: |
2006
|
---|---|
Authors: | Gerstner, Eitan ; Libai, Barak |
Published in: |
Marketing Science. - Institute for Operations Research and the Management Sciences - INFORMS, ISSN 0732-2399. - Vol. 25.2006, 6, p. 601-603
|
Publisher: |
Institute for Operations Research and the Management Sciences - INFORMS |
Subject: | service models | service failure | customer satisfaction | switching costs |
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