Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations
Gyung Kim, Min, Mattila, Anna S.Volume:
27
Language:
english
Journal:
Journal of Services Marketing
DOI:
10.1108/jsm-01-2012-0008
Date:
July, 2013
File:
PDF, 212 KB
english, 2013