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Volumn 10, Issue 4, 2001, Pages 405-423

A longitudinal study of the effect of a service guarantee on service quality

Author keywords

Complaint Management; Customer Satisfaction; Empirical Research; Service Guarantees; Service Recovery

Indexed keywords


EID: 0012232080     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2001.tb00084.x     Document Type: Article
Times cited : (46)

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