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Volumn 11, Issue 2, 2003, Pages 46-55

Diffusing Customer Anger in Service Recovery: A Conceptual Framework

Author keywords

Customer anger; Emotions; Service failure; Service recovery

Indexed keywords


EID: 77954092185     PISSN: 14413582     EISSN: None     Source Type: Journal    
DOI: 10.1016/S1441-3582(03)70128-1     Document Type: Article
Times cited : (63)

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