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~isPartOf:"Journal of marketing"
~isPartOf:"The journal of services marketing"
~person:"Bejou, David"
~person:"Hoffman, K. Douglas"
~person:"Svensson, Göran"
~subject:"Customer service"
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Journal of marketing
The journal of services marketing
International journal of business excellence : IJBEX
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International journal of contemporary hospitality management
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The journal of personal selling & sales management : JPSSM
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Retrospective: tracking service failures and employee recovery efforts
Hoffman, K. Douglas
;
Kelley, Scott W.
;
Rotalsky, Holly M.
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 7-10
Persistent link: https://www.econbiz.de/10011445577
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