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A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Home
Publications
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Amy K. Smith
Amy K. Smith
Ruth N. Bolton
Ruth N. Bolton
Janet Wagner
Janet Wagner
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1 August 1999
journal article
Published by
JSTOR
in
Journal of Marketing Research
Vol. 36
(3)
,
356
https://doi.org/10.2307/3152082
Abstract
No abstract available
Cited by 1053 articles