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Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies
Vázquez-Casielles, Rodolfo, Iglesias, Víctor, Varela-Neira, ConcepciónVolume:
32
Language:
english
Journal:
The Service Industries Journal
DOI:
10.1080/02642069.2010.511187
Date:
January, 2012
File:
PDF, 216 KB
english, 2012