Measuring experienced emotions during service recovery encounters: Construction and assessment of the ESRE scale

Service Business

Volumn 2, Issue 1, 2008, Pages 65-81

  Schoefer, Klaus ^a   Diamantopoulos, Adamantios ^a  

^a UNIVERSITY OF VIENNA   (Austria)

Author keywords

Emotions; Scale development; Service recovery

Indexed keywords

EID: 38349101956     PISSN: 18628516     EISSN: 18628508     Source Type: Journal    
DOI: 10.1007/s11628-007-0024-0     Document Type: Article

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