Interactive Effects of Proactive and Reactive Service Recovery Strategies: The Case of Rapport and Compensation

Kate Worsfold, Jennifer Worsfold, Graham Bradley
  • Journal of Applied Social Psychology, November 2007, Wiley
  • DOI: 10.1111/j.1559-1816.2007.00267.x

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http://dx.doi.org/10.1111/j.1559-1816.2007.00267.x

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