A Catastrophe Model for Developing Service Satisfaction...

Journal of Marketing 1992 / 07 Vol. 56; Iss. 3

A Catastrophe Model for Developing Service Satisfaction Strategies

Oliva, Terence A., Oliver, Richard L., MacMillan, Ian C.
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Volume:
56
Language:
english
Journal:
Journal of Marketing
DOI:
10.1177/002224299205600306
Date:
July, 1992
File:
PDF, 1.64 MB
english, 1992
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