A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts

Journal of Marketing

Volumn 66, Issue 4, 2002, Pages 57-71

  Maxham III, James G ^a   Netemeyer, Richard G ^a  

^a UNIVERSITY OF VIRGINIA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036810721     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkg.66.4.57.18512     Document Type: Article

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