Quality of past performance: Impact on consumers’ responses to service failure

  • Rodolfo Vázquez-Casielles, Ana Belén del Río-Lanza, Ana María Díaz-Martín
  • Marketing Letters, June 2007, Springer Science + Business Media
  • DOI: 10.1007/s11002-007-9018-x

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http://dx.doi.org/10.1007/s11002-007-9018-x

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