The impact of customer participation and service expectation on Locus attributions following service failure
作者： HsiuJu Rebecca Yen , Kevin P. Gwinner , Wanru Su
DOI: 10.1108/09564230410523312
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摘要: This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, …
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