Individual differences in perceptions of service failure and recovery: The role of race and discriminatory bias

Journal of the Academy of Marketing Science

Volumn 36, Issue 4, 2008, Pages 552-564

  Baker, Thomas L ^a   Meyer, Tracy ^b   Johnson, James D ^c  

^a Bowling Green State University   (United States)

^b UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

^c UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

Author keywords

Context effects; Discrimination; Service failure; Service recovery

Indexed keywords

EID: 56749105846     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-008-0089-x     Document Type: Article

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