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The Effect ofCustomers' EmotionalResponses to ServiceFailures on TheirRecovery EffortEvaluations andSatisfactionJudgments Anthony K. SmithRuth N. Bolton2002 год

The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
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Год издания: 2002
Авторы: Anthony K. Smith, Ruth N. Bolton
Издательство: Springer Science+Business Media
Источник: Journal of the Academy of Marketing Science
Ключевые слова: Customer Service Quality and Loyalty, Psychology of Social Influence, Service and Product Innovation
Другие ссылки: Journal of the Academy of Marketing Science (HTML)
SHAREOK (University of Oklahoma; Oklahoma State University; Central Oklahoma University) (PDF)
SHAREOK (University of Oklahoma; Oklahoma State University; Central Oklahoma University) (HTML)