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Timing of apology after service failure: the moderating role of future interaction expectation on customer satisfaction
Min, Kyeong Sam, Jung, Jae Min, Ryu, Kisang, Haugtvedt, Curtis, Mahesh, Sathiadev, Overton, JohnJournal:
Marketing Letters
DOI:
10.1007/s11002-020-09522-y
Date:
June, 2020
File:
PDF, 584 KB
2020