The impact of staff empowerment and communication style on customer evaluations: The special case of service failure

  • Beverley A. Sparks, Graham L. Bradley, Victor J. Callan
  • Psychology and Marketing, August 1997, Wiley
  • DOI: 10.1002/(sici)1520-6793(199708)14:5<475::aid-mar3>;2-5

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