Chapter 9 Service encounter needs theory: A dyadic, psychosocial approach to understanding service encounters

Graham L. Bradley, Janet R. McColl-Kennedy, Beverley A. Sparks, Nerina L. Jimmieson, Dieter Zapf
  • January 2010, Emerald
  • DOI: 10.1108/s1746-9791(2010)0000006013

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