Why does poor service prevail?

Marketing Science

Volumn 25, Issue 6, 2006, Pages 601-603

  Gerstner, Eitan ^a   Libai, Barak ^b  

^a UNIVERSITY OF CALIFORNIA   (United States)

^b TEL AVIV UNIVERSITY   (Israel)

Author keywords

Customer satisfaction; Service failure; Service models; Switching costs

Indexed keywords

EID: 33847052561     PISSN: 07322399     EISSN: 1526548X     Source Type: Journal    
DOI: 10.1287/mksc.1050.0154     Document Type: Article

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