Affective consumer responses in service encounters: The emotional content in narratives of critical incidents

Willemijn van Dolen, Jos Lemmink, Jan Mattsson, Ingrid Rhoen
  • Journal of Economic Psychology, June 2001, Elsevier
  • DOI: 10.1016/s0167-4870(01)00038-1

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The following have contributed to this page: Professor Jan Mattsson