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

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

10.1108/09564230410532484

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Bibliographic Details
Main Authors: Wirtz, J., Mattila, A.S.
Other Authors: MARKETING
Format: Article
Published: 2013
Subjects:
Consumer behaviour
Customer satisfaction
Customer service management
Online Access:http://scholarbank.nus.edu.sg/handle/10635/43804
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Institution: National University of Singapore
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