Opportunistic customer claiming during service recovery

Journal of the Academy of Marketing Science 2010 / 10 Vol. 38; Iss. 5

Opportunistic customer claiming during service recovery

Jochen Wirtz, Janet R. McColl-Kennedy
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Volume:
38
Language:
english
Pages:
22
DOI:
10.1007/s11747-009-0177-6
Date:
October, 2010
File:
PDF, 350 KB
english, 2010
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