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Guilt no longer a sin: the effect of guilt in the service recovery paradox
Cheng, Yin-Hui, Chang, Chia-Jung, Chuang, Shih-Chieh, Liao, Ya-WeiVolume:
25
Language:
english
Journal:
Journal of Service Theory and Practice
DOI:
10.1108/jstp-12-2013-0296
Date:
November, 2015
File:
PDF, 295 KB
english, 2015