Perceived controllability and service expectations: Influences on customer reactions following service failure
作者： Sunmee Choi , Anna S. Mattila
DOI: 10.1016/J.JBUSRES.2006.05.006
关键词:
摘要: … Consequently, it is important to understand how consumers process service failures … over service failures and service quality expectations on customer reactions to those failures. …
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sci-hub.se 参考文章(40)
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