Diffusing customer anger in service recovery: A conceptual framework

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Autoria(s): Nguyen, D.; McColl-Kennedy, J. R.

Contribuinte(s)	M. Uncles P. Patterson
Data(s)	01/01/2003
Identificador	http://espace.library.uq.edu.au/view/UQ:64508
Publicador	ANZMAC
Palavras-Chave	#C1 #350100 Accounting, Auditing and Accountability #720401 Marketing
Tipo	Journal Article