The impact of customer controllability and service recovery...

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Journal of Hospitality Marketing & Management 2019 / 04

The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions

Jin, Dan, DiPietro, Robin B., Fan, Alei
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Language:
english
Journal:
Journal of Hospitality Marketing & Management
DOI:
10.1080/19368623.2019.1602095
Date:
April, 2019
File:
PDF, 1.96 MB
english, 2019
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