Consumer responses to compensation, speed of recovery and apology after a service failure

  • Jochen Wirtz, Anna S. Mattila
  • International Journal of Service Industry Management, April 2004, Emerald
  • DOI: 10.1108/09564230410532484

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http://dx.doi.org/10.1108/09564230410532484

The following have contributed to this page: Jochen Wirtz