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~isPartOf:"European retail research"
~isPartOf:"The journal of services marketing"
~person:"Gil Saura, Irene"
~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
~subject:"Erwartungsbildung"
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Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Kim, Kyungmin
;
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
5
,
pp. 361-370
Persistent link: https://www.econbiz.de/10010127939
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