Interactional service failures in a pseudorelationship: The role of organizational attributions

Journal of Retailing

Volumn 83, Issue 1, 2007, Pages 79-95

  Hess Jr , Ronald L ^a   Ganesan, Shankar ^b   Klein, Noreen M ^c  

^a The College of William Mary Mason School of Business Department of Finance   (United States)

^b UNIVERSITY OF ARIZONA   (United States)

^c VIRGINIA POLYTECHNIC INSTITUTE AND STATE UNIVERSITY   (United States)

Author keywords

Controllability attribution; Dissatisfaction with the frontline employee; Dissatisfaction with the organization; Globality attribution; Interactional service failures; Pseudorelationship

Indexed keywords

EID: 33846321280     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2006.10.010     Document Type: Article

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