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The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers
Anderson, Shannon W., Baggett, Scott, Widener, Sally K.Year:
2007
Language:
english
Journal:
SSRN Electronic Journal
DOI:
10.2139/ssrn.975832
File:
PDF, 737 KB
english, 2007