Quality of past performance: Impact on consumers' responses to service failure

Marketing Letters

Volumn 18, Issue 4, 2007, Pages 249-264

  Vázquez Casielles, Rodolfo ^a   Del Río Lanza, Ana Belén ^a   Díaz Martín, Ana María ^a  

^a UNIVERSITY OF OVIEDO   (Spain)

Author keywords

Causal attributions; Consumer satisfaction; Emotions; Service failure; Service quality

Indexed keywords

EID: 34548800811     PISSN: 09230645     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11002-007-9018-x     Document Type: Article

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