Opportunistic customer claiming during service recovery

  • Jochen Wirtz, Janet R. McColl-Kennedy
  • Journal of the Academy of Marketing Science, October 2009, Springer Science + Business Media
  • DOI: 10.1007/s11747-009-0177-6

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http://dx.doi.org/10.1007/s11747-009-0177-6

The following have contributed to this page: Jochen Wirtz