Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee? An Experimental Study

  • Jochen Wirtz, Irene C. L. Ng, Lee Khai Sheang
  • January 2015, Springer Science + Business Media
  • DOI: 10.1007/978-3-319-17356-6_61

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http://dx.doi.org/10.1007/978-3-319-17356-6_61

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